Challange 

Struggled to retain customers due to fragmented journeys and siloed operations.

Approach

• Mapped customer journeys, created personas, and prioritised 10 high-impact projects focused on retention.

• Designed tools for industry-specific customisation, including a customer portal for ordering and feedback.

• Conducted workshops to embed customer-centric culture across teams.

Result

• +9% revenue growth, -37% churn rate, +13% customer acquisition, and +110% NPS.

Get in touch with us. We can tailor customer-centric transformation to your organization.

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