We are delighted that Workspace have been recognised with a gold at the UK Customer Experience Awards 2024 for putting their customers at the heart of everything.
We have worked with Workspace as their CX Agency since 2020. They opperate in the highly competitive space of office property and faced huge uncertainty following COVID. They were certain however that the key to improving customer retention, satisfaction and recommendation lay in improving the experiences of every customer.
We used customer research to help them understand priorities and pain points, and to develop a prioritised change plan. A CX Maturity audit then identified the organisation’s strengths and weaknesses in managing and improving CX.
We supported them to improve their CX change project management, mentoring their change teams through multiple CX improvement projects. Over the past 4 years a total of 8 change projects have been delivered under the CX banner. As well as improvement to individual services the organisation has seen customer satisfaction improve by 10 percentage points.
The award is a much deserved recognition of the commitment of the business to its customers, and the determination and skill of its people to deliver these improvements. Well done to them all!