Fresh approach and analysis a ‘key element’ in fast-growing tech firm’s end-to-end CX transformation service for customers
FourNet, the digital transformation and customer experience specialists, have today revealed a new 100-point benchmarking approach designed to ensure swift, data-led, outcome-focused, vendor-agnostic CX transformation for all its customers.
The new best-in-class benchmarking system was unveiled at FourNet’s annual Digital Transformation Summit held at Mansion House in London today.
Oliver Bareham, CX Director at FourNet, told the Summit: “FourNet’s unique market-leading consultative approach allows us to get to the root cause of the problems or issues a business or public sector organisation might be facing. Our CX approach is based on three pillars – outcome-focused, data-driven, technology-enabled.
“Our new benchmarking process covers up to 100 separate elements from service levels and call abandonment rates, to planning, forecasting, efficiency, people, skills, and quality assurance.
“Our CX diagnostic takes approximately ten days when we carry out the benchmarking process, after which we’ll have a detailed, data driven, outcome-focused transformation plan for every customer.
“We help businesses and public sector organisations avoid the pitfalls of digital transformation. No one else can help you achieve speedier and more successful transformation than FourNet.”
Up to 85% of all digital transformations fail according to studies conducted by various global analysts including McKinsey, Gartner, PWC and Capgemini since 2021. The majority don’t succeed because of a lack of clear goals and objectives, insufficient investment and poor change management.
Designed by FourNet’s CX and contact-centre specialists over the last six months, the new detailed benchmarking approach ensures that customers’ problems are understood, pain points analysed and the best CX solutions implemented.
Award-winning FourNet is one of the fastest growing privately owned technology companies in the UK, providing CX, communications, cloud, contact centre, managed service, cybersecurity and secure network infrastructure solutions.
FourNet’s CX approach has already been shortlisted for several awards, including at next month’s UK Customer Experience Awards 2023 and for Best Use of Customer Insight at the Engage Awards.
FourNet works with some of the most secure, critical and commercially driven customers in the UK, including more than 30 UK Government departments and agencies, as well as emergency services and local authorities.
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