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INCREASE SATISFACTION, CONVERSION AND REDUCE COSTS. The O2 site was painful to navigate. Customers were overwhelmed by too much choice and underwhelmed by too little personality. Streamlining the customer journey to deliver an easy to use and enjoyable experience would deliver the business' objectives.
REVENUE UP. COSTS DOWN. The changes brought about an impressive double-digit uplift in sales. The improved experience also led to a huge decrease in calls to customer service centres, saving O2 millions. Most importantly of all, customers loved the site. So much so that it won the People’s Choice Award for Website of the Year, for 2 consecutive years - 2014 and 2015.