Everything Everywhere is part of BT Group, the largest and most advanced mobile communications company in the UK, delivering mobile and fixed communications services to around 32 million customers.
Brief
Everything Everywhere wanted us to prioritize the opportunities based on EE’s existing quant data on NPS. We sought to identify opportunities that we knew would shift customer experience and NPS.
Goals
The CX-shifting opportunities identified needed to be assessed for CX impact utilizing the EE NPS Driver Model. Working with that model proved to be the central point of the build as we considered the size of impacts for each area. With that size in mind, we could use a predictive model to understand the overall NPS uplift.
Challenge
Prioritization throughout the development proved to be quite the challenge. We had to determine each opportunity and prioritize them in terms of likelihood of impact and applicability to EE.
Strategy and Insight
A useful strategy throughout the build was utilizing multi-variate regression techniques to create a predictive model in order to test analysis from the EE relationship NPS survey. The size of the impacts for each area are used in the predictive model to understand the overall NPS uplift.
Solutions
Live circumstance recognition and opportunities reviewed.
Outcome
After assessing and streamlining 111 opportunities to deem the best 33 of highest priority to EE, we built a service with a myriad of functionalities – anytime anywhere service, one-click leave & return, multitask contact mode, chatbot dealbots, smart verifications, and other vital CX integrations.
Long-Term Value
We found that opportunities related to ‘Smart Customer’ & ‘Anytime Anyway Service’ ended up contributing the most to overall uplift. The site as a whole enjoyed that stimulus and overhaul to boost both traffic and NPS in the long run.
Everything Everywhere is part of BT Group, the largest and most advanced mobile communications company in the UK, delivering mobile and fixed communications services to around 32 million customers.
Brief
Everything Everywhere wanted us to prioritize the opportunities based on EE’s existing quant data on NPS. We sought to identify opportunities that we knew would shift customer experience and NPS.
Goals
The CX-shifting opportunities identified needed to be assessed for CX impact utilizing the EE NPS Driver Model. Working with that model proved to be the central point of the build as we considered the size of impacts for each area. With that size in mind, we could use a predictive model to understand the overall NPS uplift.
Challenge
While the in-house studio was convenient for executing marketing needs, it also carried a high operational cost. The reliance on external freelance resources meant that quality became inconsistent and errors within the manufacturing process were common.
Solutions
Live circumstance recognition and opportunities reviewed.
Outcome
After assessing and streamlining 111 opportunities to deem the best 33 of highest priority to EE, we built a service with a myriad of functionalities – anytime anywhere service, one-click leave & return, multitask contact mode, chatbot dealbots, smart verifications, and other vital CX integrations.
Long-Term Value
We found that opportunities related to ‘Smart Customer’ & ‘Anytime Anyway Service’ ended up contributing the most to overall uplift. The site as a whole enjoyed that stimulus and overhaul to boost both traffic and NPS in the long run.
Everything Everywhere is part of BT Group, the largest and most advanced mobile communications company in the UK, delivering mobile and fixed communications services to around 32 million customers.
Brief
Everything Everywhere wanted us to prioritize the opportunities based on EE’s existing quant data on NPS. We sought to identify opportunities that we knew would shift customer experience and NPS.
Goals
The CX-shifting opportunities identified needed to be assessed for CX impact utilizing the EE NPS Driver Model. Working with that model proved to be the central point of the build as we considered the size of impacts for each area. With that size in mind, we could use a predictive model to understand the overall NPS uplift.
Challenge
While the in-house studio was convenient for executing marketing needs, it also carried a high operational cost. The reliance on external freelance resources meant that quality became inconsistent and errors within the manufacturing process were common.
Solutions
Live circumstance recognition and opportunities reviewed.
Outcome
After assessing and streamlining 111 opportunities to deem the best 33 of highest priority to EE, we built a service with a myriad of functionalities – anytime anywhere service, one-click leave & return, multitask contact mode, chatbot dealbots, smart verifications, and other vital CX integrations.
Long-Term Value
We found that opportunities related to ‘Smart Customer’ & ‘Anytime Anyway Service’ ended up contributing the most to overall uplift. The site as a whole enjoyed that stimulus and overhaul to boost both traffic and NPS in the long run.
Everything Everywhere is part of BT Group, the largest and most advanced mobile communications company in the UK, delivering mobile and fixed communications services to around 32 million customers.
Brief
Everything Everywhere wanted us to prioritize the opportunities based on EE’s existing quant data on NPS. We sought to identify opportunities that we knew would shift customer experience and NPS.
Goals
The CX-shifting opportunities identified needed to be assessed for CX impact utilizing the EE NPS Driver Model. Working with that model proved to be the central point of the build as we considered the size of impacts for each area. With that size in mind, we could use a predictive model to understand the overall NPS uplift.
Challenge
BORN needed to design an online experience similar to the unique experience CAG co-creates with brands. The stores within the airport operate with lean inventory for both in-store and online purchases. This challenge became the pillar of the transformation—creating a single view across stores to show real-time inventory.
A Flexible Solution For Discerning Customers
Millions of travelers across the globe would need to access the site and expect features such as split-payment in multiple currencies, speedy checkouts, the option to collect at departure/arrival gate, concierge services, and more.
Seamless Shopping
We prioritized showing only the most relevant information to simplify the customer journey, showcasing easy ways they can complete their purchase.
Exclusive Perks
Customers are treated to special perks while shopping online, such as duty-free prices and the ability to earn rewards.
SAP Commerce – The Heart of iShopChangi
Mirakl served as the marketplace platform and Fluent Commerce OMS provided real-time inventory across stores and warehouses. SAP Commerce stitched all of these layers together seamlessly.
Results
The website marked one of the biggest digital transformations in South East Asia, featuring marquee brands within the Beauty, Electronics, Fashion, Food, Wine & Spirits, Travel & Health categories.
Everything Everywhere is part of BT Group, the largest and most advanced mobile communications company in the UK, delivering mobile and fixed communications services to around 32 million customers.
Brief
Everything Everywhere wanted us to prioritize the opportunities based on EE’s existing quant data on NPS. We sought to identify opportunities that we knew would shift customer experience and NPS.
Goals
The CX-shifting opportunities identified needed to be assessed for CX impact utilizing the EE NPS Driver Model. Working with that model proved to be the central point of the build as we considered the size of impacts for each area. With that size in mind, we could use a predictive model to understand the overall NPS uplift.
Strategy and Insight
A useful strategy throughout the build was utilizing multi-variate regression techniques to create a predictive model in order to test analysis from the EE relationship NPS survey. The size of the impacts for each area are used in the predictive model to understand the overall NPS uplift.
Solutions
Live circumstance recognition and opportunities reviewed.
Outcome
After assessing and streamlining 111 opportunities to deem the best 33 of highest priority to EE, we built a service with a myriad of functionalities – anytime anywhere service, one-click leave & return, multitask contact mode, chatbot dealbots, smart verifications, and other vital CX integrations.
Long-Term Value
We found that opportunities related to ‘Smart Customer’ & ‘Anytime Anyway Service’ ended up contributing the most to overall uplift. The site as a whole enjoyed that stimulus and overhaul to boost both traffic and NPS in the long run.
Everything Everywhere is part of BT Group, the largest and most advanced mobile communications company in the UK, delivering mobile and fixed communications services to around 32 million customers.
Brief
Everything Everywhere wanted us to prioritize the opportunities based on EE’s existing quant data on NPS. We sought to identify opportunities that we knew would shift customer experience and NPS.
Goals
The CX-shifting opportunities identified needed to be assessed for CX impact utilizing the EE NPS Driver Model. Working with that model proved to be the central point of the build as we considered the size of impacts for each area. With that size in mind, we could use a predictive model to understand the overall NPS uplift.
Challenge
While the in-house studio was convenient for executing marketing needs, it also carried a high operational cost. The reliance on external freelance resources meant that quality became inconsistent and errors within the manufacturing process were common.
Modular Development
BORN crafted a brand-led eCommerce experience to help Love, Bonito tell the story of their brand and product lines. Every component of the site was examined and perfected, reflecting the level of care and thoughtfulness unique to the brand. The site architecture was completely transformed to align with their vision and growth plans.
A Flexible Solution For Discerning Customers
Millions of travelers across the globe would need to access the site and expect features such as split-payment in multiple currencies, speedy checkouts, the option to collect at departure/arrival gate, concierge services, and more.
Fully responsive
The online commerce platform has been redesigned to reflect more of Love, Bonito’s latest branding on mobile as well.
Love, Bonito
“For the woman you are, and the woman you want to be.”
Everything Everywhere is part of BT Group, the largest and most advanced mobile communications company in the UK, delivering mobile and fixed communications services to around 32 million customers.
Brief
Everything Everywhere wanted us to prioritize the opportunities based on EE’s existing quant data on NPS. We sought to identify opportunities that we knew would shift customer experience and NPS.
Goals
The CX-shifting opportunities identified needed to be assessed for CX impact utilizing the EE NPS Driver Model. Working with that model proved to be the central point of the build as we considered the size of impacts for each area. With that size in mind, we could use a predictive model to understand the overall NPS uplift.
Challenge
BORN needed to design an online experience similar to the unique experience CAG co-creates with brands. The stores within the airport operate with lean inventory for both in-store and online purchases. This challenge became the pillar of the transformation—creating a single view across stores to show real-time inventory.
A Flexible Solution For Discerning Customers
Millions of travelers across the globe would need to access the site and expect features such as split-payment in multiple currencies, speedy checkouts, the option to collect at departure/arrival gate, concierge services, and more.
Seamless Shopping
We prioritized showing only the most relevant information to simplify the customer journey, showcasing easy ways they can complete their purchase.
Exclusive Perks
Customers are treated to special perks while shopping online, such as duty-free prices and the ability to earn rewards.
SAP Commerce – The Heart of iShopChangi
Mirakl served as the marketplace platform and Fluent Commerce OMS provided real-time inventory across stores and warehouses. SAP Commerce stitched all of these layers together seamlessly.
