case study

A leading European airline

We were chosen by our client to review their multilingual and multichannel customer service operating model. Details below:

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The work we undertook included assessing the current operational delivery model, re-designing end-to-end customer journeys and providing a transformation business case.

From our initial review we presented a transformation plan and a revised operating model to our clients PLC Board. Our proposal outlined a digital and right-shoring strategy that increased customer experience with alignment to their business objectives.

Following the approval of the new target operating model we supported the transition and transformation programme. We continue to support our client with on-going service improvement.