When a customer contacts a supplier to complain, the best journey they can experience is for their issue to be resolved there and then....

Taking a hard look at your Contact to Complaint Ratio can help identify processes needing urgent improvements.

Industry data shows that change of supply, billing, and read dispute complaints require further actions to resolve the issue, often...

Kev leads our continuous improvement and lean transformations, working with leaders to deliver our Operational Excellence programme.

Joseph supports our Retail clients to improve their operational processes and business performance.

Wade works with clients to improve processes and customer journeys.