CUSTOMER AND OPERATIONS
The Bridge team have deep experience leading customer and operations in organisations across multiple industries.
They have walked in your shoes, understanding the challenges of creating the right culture to deliver great customer experiences, with the right commercial outcomes.
Our services Include:
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Operational health checks, transformation and change programs
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Digital and technology solutions
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Process workflows and mapping
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Benchmarking capabilities
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Omni-channel optimisation
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Digital innovation and migration
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Complex operations (eg. Claims, Refunds)
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Leadership practices and routines
For more information regarding our Customer and Operations Services please contact our Practice Lead, David McDonald.
CXO2 is The Bridge's specialist customer experience consultancy. We breathe new life into your organisation's customer experience.
Our team of experienced, customer obsessed practitioners, work side by side with leaders on all aspects of CX transformation from strategy, operating model, and customer journey design to operational transformation, digitisation, channel optimisation, and culture and capability.
For more information regarding our CXO2 practice please contact the CEO, Sara Elmstrom
The Bridge 'Moments That Matter' Customer Journey Mapping
The Bridge Moments that Matter
Program Overview
The Bridge's Moments That Matter customer journey review maps out key customer touch points and identifies the Moments That Matter within your service offering. We use our Triple Play philosophy to benchmark culture, customer and commercials.
For All Major Home Appliances
Build enterprise value by focusing on the P&L and key priorities
Create organisational culture by design through purpose and enhancing people experience to attract, develop and retain people
Drive growth through improved customer experiences by understanding the Moments that Matter
Our Approach & Output
Through a series of interviews (internal and with customers) combined with quantitative analysis, our aim is to understand and map out each customer touch point, cost to serve and customer experience.
The Bridge Partnering Review
The Bridge Partnering Review Program
The Bridge has extensive experience in working with complex businesses supported by strategic partnerships, which has resulted in operational expertise in establishing and setting up meaningful and successful relationships, underpinned by trust, support and governance.
Our Partnering Review Program is designed to measure the effectiveness of an operational/ strategic partnership to assess the core elements which make up a best practice partnership.
YOU
YOUR PARTNER
Our Approach
We believe that the right partnerships, whether it be technology or service delivery partners, can enhance businesses by bringing more skills diversity into an organisation.
We benchmark partnerships against our best practice framework on common partnering strengths and pitfalls. We act as an independent voice between you and your partner to provide advice on how to take the partnership from good to great and get the best out of both organisations.
Common Partnering Pitfalls Across the Triple Play
CUSTOMER
COMMERCIALS
CULTURE
Original business case unclear or not achieved
Lack of clarity and alignment of what ‘good’ looks like
Unclear roles, responsibilities & decision rights
Poor support structure to manage partnership
Lack of joint and agreed plan
Managing partners through contracts
Unclear operating routines and rhythms
Lack of consistency and discipline
Scaling too quickly
Outsourcing poor or broken processes
Lack of benchmark data & competitor tension
Poor training and SME support
Poor QA and customer experience monitoring
Loss of IP / original knowledge through loss of key staff through transition
SLAs and commercial framework driving wrong behaviour
Controlling pace of change
Communication of change and alignment
Lack of investment in people and culture
Treating outsourcer like a supplier not a partner
Lack of leadership sponsorship
Poor escalation processes
One-way performance communication - performance & insights
Output
Our findings will focus on a number of areas which are key to the success of a partnership. These include:
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Partnership health benchmark including interview word clouds
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Benchmark performance against common partnering pitfalls
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Industry rating on partnership effectiveness
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Series of recommendations identified to strengthen partnership
The Bridge Contemporary Claims Model
The 5 T's: Triage, Timeliness, Transparency, Trust, Terms
Our Claims Excellence Program and Approach
The Bridge can help organisations transform their claims operations, including supply chains, from the traditional model to a sustainable contemporary model, delivering exceptional results across the triple play: culture, customer and commercial. With our claims practitioner experience and expertise The Bridge has helped some of the leading insurance brands achieve this change.
The design pricinciples of this future state are based around the 5 T's:
Triage, Timeliness, Transparency, Trust and Terms
The Bridge Claims Fulfilment Model
