Identifying CX and NPS Opportunities
Customer Experience (Cx)
BackgroundEverything 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.
BriefEverything 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.
GoalsThe 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.
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.