Data Scientists
FourNet’s Data experts work closely with our clients, using quantitive analysis techniques to help them better understand the root cause of customer experience pain points and deliver long-term data strategies.
Improve Customer Experience
Our team of professional customer experience (CX) practitioners have worked across a range of industries for clients of all sizes to deliver real, tangible benefits to both the organisations and the clients they serve.
They have decades of experience working across all customer service touchpoints and have led & transformed some of the most high profile brands in the UK.
Find out more about transforming your customer experience and how we can help you transform it.
Explore
Our Customer Experience Approach
Transforming Customer Experience in Four Stages
Book a Customer Experience Data Diagnostic
Start your customer experience transformation today by booking a free data diagnostic.
We will work with you to assess your customer experience data, analysing all related data sets to identify the root causes of customer pain.
Complete the details opposite and we will get in touch.
Our Team
To perform a successful CX transformation project, we use our expert team of specialists who can quickly understand the challenges in your current processes and deliver a plan for the future.
The engagement requires a small team of contact centre CX specialists to spend up to three days on-site, sitting with agents and operations teams and observing what they do and the processes they follow. Being seasoned contact centre experts, we only require a little time or customer resources to identify areas where improvements can be implemented quickly.
During the engagement, there will be an element of call listening, shadowing, and interviewing team members. If required, we can also undertake quantitative analysis on 6 or 12 months’ worth of customer contact data (call & CRM) to allow us to visualise the root cause of customer contact and explore where less obvious efficiencies can be made.
This diagnostic output will take around ten days and enables customers to bolster any transformation plan with qualified insights and benefit cases.
Data Scientists
Service Designers
Service Designers
FourNet’s team of Service Designers turn ideas into solutions. Working closely with our clients and data scientists to make data-driven decisions on what future processes need for success and to drive outcomes that support our client’s business strategies.
Innovation and Tech Specialists
Innovation and Tech Specialists
With the contact centre world evolving at the rate it is, FourNet’s in-house innovation & technology specialists are keeping one eye on the technology that solve today’s problem, while horizon-scanning future innovations that keep our clients ahead of the curve.
Getting to the Root Cause
FourNet’s CX consultancy offer a free-of-charge diagnostic that enables our clients to not only better understand the root cause of their current customer contact, but design a new operating model to enable them to better manage this contact in the future.
This is important for many reasons, but most importantly it focuses on processes and technology that enable their people to manage the most important customer engagements better and shift unnecessary contact into digital channels.
The end result of this is a reduction in cost and an improved CSAT score, leading to lower churn and increased revenues.
Why Understanding Data is Important for Customer Experience
Understanding customer journey mapping as a visual representation of the end-to-end customer experience helps businesses gain valuable insights into customers’ needs, expectations, and pain points. By identifying critical moments in the journey, organisations can make targeted improvements, deliver personalised experiences, and achieve better customer satisfaction.
Learn more about customer experience data diagnostics and our five-step data diagnostic approach.
Benchmark Your Way To Great Customer Experience
Customer Experience Benchmarking is a tool unique to FourNet that assesses your ability in up to 100 business process categories against similar organisations.
Drawing on our decades of experience transforming customer experience processes, we provide you with an in-depth view of your strengths and weaknesses.
Book a Diagnostic
Speak to us about how we can help you transform your customer experience.
Understanding Service Design
In today’s competitive business landscape, delivering exceptional customer experiences is crucial for long-term success. Experienced in delivering communications, collaboration and contact centre solutions for some of the most secure, critical and commercially driven organisations in the UK we recognise this and have embraced service design as a powerful tool to help our clients create meaningful interactions and cultivate strong relationships with their customers. By focusing on the entire customer journey and optimising each touchpoint, we empower our clients to deliver exceptional service, resulting in increased customer satisfaction, loyalty, and business growth.
Service design is a comprehensive approach that involves the deliberate design and improvement of services. It places the customer at the centre of the design process, emphasising their needs, preferences, and pain points. Service design goes beyond individual touchpoints and considers the entire customer journey, ensuring a seamless and engaging experience from start to finish.
How FourNet Uses Service Design
Benefits for Clients and Their Customers
By using service design, we enable our clients to achieve several significant benefits:
In today’s customer-centric era, businesses must prioritise the delivery of exceptional experiences to stay ahead. Our integration of service design into our client offerings empowers our clients to proactively meet customer expectations, foster loyalty, and drive growth. By adopting a comprehensive approach and leveraging customer insights, we enable our clients to create seamless, personalised, and memorable experiences throughout the customer journey. Through service design, we are shaping the future of customer service and revolutionising the way our clients interact with their customers.
The Benefits of CX Transformation
Here’s is a short clip from Oliver Bareham, our Head of Customer Experience, discussing the latest challenges in digital transformation and the difficulties of getting it right.
Our Resources
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AI and Automation
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