We were delighted when earlier this year SKY asked us to review the customer experience of their on demand service NOW TV. With a plethora of ways to access great content and Amazon making a strong play with its Fire TV offering, customer experience is an increasingly important element of the mix. Our insight has given the senior management team a fresh view on its performance and development priorities.
At the other end of the spectrum earlier this year CJC was also appointed to help asra Housing to develop a new digital self-service portal. With new government legislation forcing a 1% per annum reduction in rents, asra needed to find new ways to reduce the cost to serve. Our role was to act as ‘critical friend’, to design online services, to gain customer feedback through UX and quantitative research and to develop a low cost customer engagement strategy.
These are two very different briefs for two very different companies but are typical of the span of work we are involved with.