objectives
Transforming a legacy organisation and moving beyond breakdowns meant re-imagining the entire digital experience from end-to-end.
To do this, we needed to immerse ourselves within the AA, partnering with teams across the entire business, from front line response, to the call centre team and key stakeholders.
The goal was to embed ourselves into the AA CX team for eight months, mapping out the full customer and service experience to understand how and where to add expertise as well as innovation.
To do this, we needed to immerse ourselves within the AA, partnering with teams across the entire business, from front line response, to the call centre team and key stakeholders.
The goal was to embed ourselves into the AA CX team for eight months, mapping out the full customer and service experience to understand how and where to add expertise as well as innovation.
The capability building and core service augmentation was aimed at improving the front line CX for breakdowns, implementing design best practice across within the organisation, as well as developing new initiatives and functionality for its customers and brand partners.
We were also responsible for helping the AA forge new brand partnerships, offering its services alongside automotive brands like Ford. Lastly, our work was needed to map out, scope and prototype a future-facing innovation strategy, examining how the AA could evolve and grow as the service of trust for its customers using new technology.
We were also responsible for helping the AA forge new brand partnerships, offering its services alongside automotive brands like Ford. Lastly, our work was needed to map out, scope and prototype a future-facing innovation strategy, examining how the AA could evolve and grow as the service of trust for its customers using new technology.
