White Papers

Transforming organisations through technology, experience and people

Our expert insights focus on the topics that matter to our partners across the public and private sectors, and how these can be addressed to truly transform services and help organisations deliver more for their customers.

The Countdown To 2030: Preparing The Industry For The Electric Vehicle Take Over

As the UK automotive industry faces a once in a generation transformation, we ask four of its leading experts what the journey to 2030 and the transition to electric vehicles currently looks like. Alongside award-winning journalist Quentin Willson, hear from leaders at LKQ Euro Car Parts, The AA and Lloyds Banking Group.

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CX Decoded: How The UK’s Top Multichannel Retailers Are Investing To Win Consumer Spend

As the UK stares into the jaws of the deepest recession on record, we’ve partnered with Retail Week to speak to directors from multichannel retail brands QVC, Hotel Chocolat, Waterstones, Kingfisher and Seasalt to tackle the big questions about the future of customer service. What does the new consumer look like? How are retailers driving them to spend? And what part does CX play in winning loyalty?

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Accelerating The Customer Experience: How Automotive Brands Can Create A 360-Degree View Of The Customer

The onset of the digital age has changed the way customers shop and engage with businesses. One person will use multiple devices throughout their car purchase, meaning it’s crucial for automotive brands to create a ‘single customer view’. This white paper explains how you can gain a 360-degree view of your customers, to be able to track and understand their behaviours, to deliver outstanding customer experience.

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The Ultimate Guide To Social Media Customer Service For Automotive Brands

Automotive companies were early adopters of social media. But where they have been in pole position for promoting their brands through social media, they have been slow off the mark for realising its full potential as a channel for customer service. This ultimate guide includes a case study for Groupe Renault, as well as tips and strategies to help you fine tune your customer service via social media to improve the customer experience, maximise brand loyalty and grow market share.

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Four Customer Service Strategies For Survival In The Era Of The Connected Car

The automotive industry is going through what is arguably the greatest period of transformation since it was formed at the end of the 19th century, with the  evolution towards electric vehicles (EV), autonomous vehicles (AVs) and mobility-as-a-service (MaaS). To survive in the new environment, original equipment manufacturers (OEMs) have to act now to make sure they put the customer at the heart of everything they do. Our experts have pulled together four key strategies that OEMs can implement to adapt to digitalisation and deliver an outstanding customer experience that builds loyalty and creates value for the consumer.

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Customer 2027: How Automation, RPA & AI Will Transform The Way That Companies Deliver Customer Service Over The Next Decade

Robotic process automation (RPA) and artificial intelligence (AI) are set to revolutionise the customer contact centre, with advancements in new technologies transforming the way that customers interact with brands. Our white paper takes an in-depth look at how the development of new technologies will transform customer service, reviewing how it could potentially impact both businesses and the contact centre workforce, over the next ten years.

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Five Key Steps To Make Shared Services A Success

Delivering on the promise of high quality public services has never been more challenging for government organisations. As a result, there has been a growing push to find new efficiencies – sharing services has long been championed as vital to tackling the budget challenges the public sector faces. Our experts discuss our successful shared services operation with the Department for Transport and look at the five key steps organisations should consider for future programmes.

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Creating A Single Customer View Across An Organisation

The digital age has changed the way customers shop, as well as how they interact and engage with businesses. In order to keep pace with consumers’ ability to research and buy products, effortlessly, wherever they are, customer service must be responsive, effective and delivered across multiple channels. This report focuses on how organisations can create a single view of the customer, driven by data and insight, to provide the best possible experience.

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Making Shared Services A Success In The Private Sector

With growing competition and global economic uncertainty, businesses are facing greater pressure than ever to increase their productivity and profitability. The shared services model can be an effective solution to realise efficiencies and leverage economies of scale in the back office. Our experts discuss five key steps organisations embarking on a shared services journey should consider and how to pick the right technologies, including automation to underpin these services.

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Driving Service Transformation Through Automation In The Public Sector

Government departments and local authorities are under increasing pressure to deliver major efficiencies in the back-office to protect front line services. Emerging technologies, such as Robotic Process Automation (RPA) have the potential to tackle this challenge. Our whitepaper explores the difference RPA can make, outlining the multiple benefits that can be achieved, the services that are suitable for deployment and the best practice models for implementation. It also provides real-life examples of how automation is already working in the public sector.

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Leveraging HMG’s ‘OFFICIAL’ Guidance To Secure Personal & Financial Data

Cyber-attacks pose a growing threat to the public sector as an increasing number of services become digitised. Ensuring personal data is secure has never been more important, particularly with the introduction of new regulations, such as the GDPR. Our experts break down the Government’s ‘OFFICIAL’ Cyber Security guidance and explain how organisations can leverage it to secure sensitive information.

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