Industries
Every sector fails its customers differently.
Regulation, margin structure and channel mix change what good looks like. We bring sector benchmarks and the specific failure patterns that matter in yours.
01
Financial Services
31% reduction in repeat contact across a retail bank's servicing journeys.
Consumer Duty made good outcomes a matter of evidence. We build the measurement that stands up to a regulator and still moves the P&L.
02
Insurance
4.2pt CSAT uplift on FNOL through re-sequenced claims communications.
Renewal and claim are the only two moments most customers remember. We make both defensible, fast and fair.
03
Automotive
Network-wide experience index adopted across 180 retailer sites.
Retailer networks, OEM brand promise and connected services rarely tell the same story. We reconcile them into one measurable experience.
04
Retail & eCommerce
£2.4m annualised recovery identified in a single checkout leakage review.
Margin lives in the last 5% of the journey. We find the leakage in checkout, delivery and returns before it becomes a contact.
05
Telecommunications
18% fall in billing-related calls after taxonomy-driven root cause work.
High volume, high emotion, low tolerance. Telco CX is won on first-time resolution and honest billing.
06
Government & Public Sector
Effort score framework adopted across three national citizen services.
Service users cannot go elsewhere, which raises the duty of care. We measure accessibility, effort and trust, not just satisfaction.
07
Utilities & Energy
Early-warning issue detection cut complaint escalation by a fifth.
Affordability, vulnerability and outage handling define reputation. We make each one visible in the data.
08
Travel & Hospitality
Disruption playbook lifted recovery satisfaction by 9 points.
Recovery is the product. When disruption hits, the experience is judged on what happens next.