BT Ireland wins the 2024 “Using CRQ for Growth” Award

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BT Ireland wins the 2024 “Using CRQ for Growth” Award

We have been privileged at Deep-Insight to work with BT Ireland since 2008 when they first started on their journey towards becoming one of Ireland’s most customer-centric companies. 

It has been a long and successful Customer Relationship Quality (CRQ) journey for them. Initially, the BT Ireland leadership team worked hard on identifying and addressing its clients’ major service issues. Then they progressed to the more enjoyable part of the journey – collaborating with clients on new innovative technology-based programmes.

In recent years, the BT Ireland leadership team  took a more commercial focus to CRQ. They used detailed customer insight, along with externally validated propensity to buy, to identify clients where they could develop further solutions to their business problems.

BT Ireland discovered that the excellent relationships they had built over years was critical to driving revenue growth with clients that continued to be delighted by their offerings. Not an easy task in an industry where, every year, customers expect better telecommunications solutions for less cost.

Well done, Shay Walsh, Aaron Carroll, Therese Gunning, Gillian McMahon, Paul Byrne, Peter Evans, Alan Shanley, Conor Patterson, Cathal O’Toole, Priscilla Regan and the wider BT Ireland team!

Rose Murphy

The BT Ireland leadership team were helped by an army of service managers, account directors and engineers. They were also guided by a CX team led by Barry O’Shea, Mary McDonagh and Deirdre Tyrrell whose great CX efforts have been recognised globally in recent years.

Shay Walsh, Managing Director, BT Ireland (left) commented on the Deep-Insight award:

“We are absolutely thrilled to be recognised in the category of ‘Using CRQ for Growth’.

Working with the team in Deep-Insight we challenged ourselves collectively to convert our top quartile CRQ scores to income growth. This brought a focus on widening our contacts base within our client base and creating a watch list of customers who needed more focus from our customer-facing teams.

The additional insight and broader awareness informed how better to serve our customers and ultimately how we achieve the dividend of growth from CRQ.”

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About BT Ireland

Your trusted provider to a connected world.

We’re one of the world’s leading communications services companies. The solutions we sell are integral to modern life. Our purpose is as simple as it is ambitious: we connect for good. There are no limits to what people can do when they connect. And as technology changes our world, connections are becoming even more important to everyday life.

Today, that’s truer than ever. The connections we make are helping solve the world’s biggest challenges such as the global pandemic, climate change and cyber security. Through the power of technology, we’re supporting customers to live, work and play together better.

For more information, go to www.btireland.com.

About Deep-Insight

Deep-Insight is a leading European B2B Customer Experience (CX) company founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds. Today, Deep-Insight supports customers all over the world with the skills, tools and methodologies to establish and operate world-class Customer Experience (CX) and Employee Experience (EX) programmes.

For more information, go to deep-insight.com or email us at sales@deep-insight.com.

 

 

Six Degrees wins “Best CRQ Response 2024” Award

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Six Degrees wins “Best CRQ Response 2024” Award

Six Degrees has been a client of ours since 2020 and it has been a privilege to work with the team for the past four years on their journey to greater customer centricity.

Fiona Lynch has been the Deep-Insight CX consultant working most closely with Chris Blofield, Conley Newall and the Six Degrees team to improve their Customer Relationship Quality (CRQ) scores this year.

Fiona has been hugely impressed by the strategic response from the leadership team, starting with their commitment to ‘Customer First’, a core value to place the client at the heart of organisation. 

Fiona adds:

“The response from Six Degrees right across the organisation to last year’s CRQ assessment was incredibly well executed and their jump in scores really reflects their efforts. We’re delighted for them.”

The leadership response from Six Degrees throughout 2024 has been impressive:

  • Automating client-facing report production and implementing AI-powered productivity tools, enabling Sales and Service Delivery Managers (SDMs) to focus on more valuable client activities
  • Adding SDMs to an additional 70% of client accounts through increased resourcing
  • Completing 261 proactive problem improvements, focusing on platform resiliency, fine-tuning alert systems, proactive capacity management, and implementing best practices in environment configurations, resulting in a 30% reduction in major outages
  • Strengthening our governance framework with improved quality checks to ensure timely and concise communications with clients
  • Introducing real-time dashboards to track the lifecycle of tickets through our system, leading to a 6% increase in ticket resolution performance over the last quarter
  • Automating the resolution of simple tasks, resulting in 114,000 self-healed events over the past year
  • Enhancing change management processes to increase visibility of change impacts and risk assessments, achieving a 98% success rate in change implementations over the past year
  • Automating contract renewal notifications to improve awareness, transparency, and proactive communication, preventing unintended contract roll-overs
  • Improving the billing experience through direct engagement with our Billing Management team to resolve issues and provide customisations, such as the use of cost centres

These initiatives reflect Six Degrees’ commitment to maintaining the highest standards of service quality, proactivity, and transparency with its clients.

Huge congratulations to everyone in Six Degrees who work so hard on a daily basis to provide clients with an amazing experience.

Rose Murphy

 

Six Degrees appointed Vince DeLuca as Chief Executive Officer in 2024 as it sought to distinguish itself as the UK’s leading provider of secure, integrated cloud services. Vince commented on this year’s award:

“We’re incredibly proud to be recognised for our commitment to our core value of ‘Customer First.’ At Six Degrees, actively listening to and acting on our customers’ insights is fundamental to driving meaningful change and delivering exceptional outcomes.

This recognition reflects the dedication and hard work of our entire team over the past year. With the continued support of Deep-Insight, we are excited to carry this momentum forward into the year ahead.”

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About Six Degrees

Protecting UK organisations and helping them thrive in the cloud by giving them secure platforms to innovate and grow. At Six Degrees we’re all about enabling our clients to achieve more; providing superior secure solutions, powered by our passionate people.

Find out more about Six Degrees at www.6dg.co.uk.

About Deep-Insight

Deep-Insight is a leading European B2B Customer Experience (CX) company founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds. Today, Deep-Insight supports customers all over the world with the skills, tools and methodologies to establish and operate world-class Customer Experience (CX) and Employee Experience (EX) programmes.

For more information, go to deep-insight.com or email us at sales@deep-insight.com.

 

 

We have a fantastic NPS score, again! – but its not the full story

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We have a fantastic NPS score, again! – but its not the full story

Great News

We are genuinely delighted to announce that our NPS (Net Promoter Score) and CRQTM (Customer Relationship Quality) scores are fantastic, again! Stifle that yawn – I promise it gets more interesting. 

We are very proud of this picture. Most of our customers are promoters – they love our products and services and are willing to tell the world about it. Time to celebrate and shout this from the rafters – right?

Call it intuition or call it 20+ years’ experience in understanding client feedback but far more digging into the feedback would be needed before we were ready to celebrate.

The result of this digging is the creation of a new role – Product Manager – and their first objective will be to validate if we have the correct product strategy. 

So, how is this logical given the amazing feedback that I have just shared, especially around product? The answer to that is a lesson on why you should never just rely on NPS to tell you how your customers are feeling or what their future intentions might be.

Lets start digging.....

This is where CRQ™ really helps us to get under the bonnet of even the rosiest feedback, forcing us to listen to the murmurs of bubbling discontent.

The first red flag is when we asked all respondents what our greatest weakness is, not only did we have a new winner – we had a new topic entirely and it was mentioned by 15% of respondents.

Is this really a problem?

Immediately the internal arguments came that this was a blip and not that important. Arguments we used to try and convince ourselves were:

  • 15% is still not that many!
  • Price (often a key indicator of competitiveness) is not raised by even one respondent.
  • We are in the CX business for over 20 years (long before CX was even a thing) – you will find it difficult to find a competitor in the B2B space with more global, cross industry, experience than us.
  • Just look at that promoter graph again, our customers love us!

The only way to answer these arguments is to establish if there are further data insights that support this feedback? (Keep Digging)

We started by segmenting the feedback into the respondents who know us best – the CX Teams we work with every day and Key Decision Makers who repeatedly choose us as their CX Partner.

Turns out that even a higher percentage of the individuals who know us best believe this to be a weakness for us.

Further investigation of CRQ™ scores only compounded that we need to listen. Focusing again on those individuals who know us best, scores that link closely to this type verbatim have slipped from Top Decile Scores to Second Quartile Score .

The important Insight from all this data

🙂 Great overall scores are not wrong – Our customer love what we do and how we do it.

But here is what we cannot ignore

🙁 Our customers want more CX services than we currently offer, and they perceive that there are other suppliers in the CX space now who can give them what they want.

😐 Some of our customers also believe that other CX suppliers are better at promoting themselves in the market and raising brand awareness.

The exciting part of all of this

🙂 Our customers do not want to use those other suppliers; they trust us and believe in our integrity as their CX Partner. They want us to provide these additional services, and they want us to tell the world how great we are.

The Action - A new position in Deep-Insight: PRODUCT MANAGER

FIRST OBJECTIVE: Validate if our current product strategy is correct, needs to be tweaked or needs a massive overhaul. 

FIRST STEP: Ask many customers, previous customers, industry contacts and friends for your input and I will be extremely grateful to anyone who can give us the time to help

PURPOSE: Change, even if that is in a way that neither us nor our customers can predict just yet 

P.S. I am not ignoring the brand promotion and awareness feedback, our CEO John O’Connor is going to take personal ownership of addressing this. Watch this space, his thoughts will follow shortly.  

“Excellence in CX” Awards 2022 – That’s a Wrap!

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“Excellence in CX” Awards 2022 – That’s a Wrap!

Congratulations to all the Winners

We cannot wait to send this year’s Deep-Insight “Excellence in CX” Awards to their forever home.

These awards focus on customers who have embraced our Customer Relationship Quality (CRQ) framework and methodology to make meaningful change for their customers. 

That makes us very proud!

Before we talk about the winners, we’d like to take a moment to talk about the award itself.

So, first of all, who are we?

Deep-Insight is a small team of Customer Experience (CX) consultants who work extremely closely with our customers. The single question which drives us in each engagement is, ‘will this CX programme inspire transformation in our client organisations?’.

Transformation does not need to be, and usually isn’t, a huge significant event in itself. When done well, transformation is a series of small, well thought through changes and improvements.

Transformation is only worth it if it leads to growth, and it always does when it is inspired by the customer.

What do we mean by ‘Excellence in CX’?

Simply put – we are not interested in vanity projects! We do not care who got the highest scores or the best feedback.

We are completely focused on our core mission of Inspiring Transformation i.e. effective, growth-oriented use of CX.

This is what excellence in customer experience looks like and it is the foundation on which our customers grow their CX programmes.

Why award customers now?

This year we realised that we talk about our customers behind their back All The Time!! We are always telling each other about the great thing Customer A did to engage their organisation, or the great thing Customer B did when communicating back to customers.

That’s when we had our eureka moment – we can recognise the great work our customers do publicly, without it feeling counter to our core CX belief of ‘Value before Vanity’.

All of our customers do amazing work. They wouldn’t put up with us and our challenge mentality if they didn’t, so these awards are here to stay! (But I can’t promise we will stop talking about them behind their backs.)

AND THE WINNERS ARE

 

Best Newcomer to CRQ

Congratulations to everyone in Vreugdenhill Dairy Foods, and a special shout-out to Leonie, Erik, Jeroen, Gerben and Harry!

When we started working with Vreugdenhil Dairy Foods they were quite vocal about being relatively new to anything Customer Experience Feedback related. They then impressed us by embracing the process like they had been at this for years. They got stuck in from the word ‘go’ (and even before) and kept their momentum up all through the live survey and throughout the reporting stages. They dove deep into their results to ensure they had specific actions for each area of the business that they could follow up on.

 

“In Vreugdenhil Dairy Foods, customers are at the forefront and are top of mind in everything we do. It is important to Vreugdenhil that we understand how our customers value the relationship they have with us. The research done together with Deep-Insight has given us a clear picture on how to develop even stronger relationships with our customers, with the hopes of an even better outcome in 2024.”

 Gerben van Schaik, Commercial Director, Vreugdenhil Dairy Foods 

Read more about Vreugdenhill’s win here…

 

Best CRQ Focus Amid Change

Congratulations to everyone in invenioLSI, especially Arun Bala, Nader Tirandazi, Tatiana Pankrats, Caroline Silva, Paula Rowlinson, Sudheer Nadipalli.

invenioLSI has grown at a phenomenal pace which has included a successful merger to expand their presence in the North American market. Customer Focus has been at the heart of invenioLSI since the start yet preserving core values is difficult during expansion and change. Despite this, invenioLSI has successfully maintained exceptional Customer Focus.

Using the Customer Relationship Quality (CRQ) methodology has helped invenioLSI to stay close to their customers over the past three years allowing them to measure, understand and respond with action to their customers directly. Better still, their strength in customer focus continues to be recognised by their own customers

As invenioLSI drives change and transformation within their own customers, we are impressed that invenioLSI leads by example by putting their customer relationships at the forefront of what they do.

 

“invenioLSI is honored to receive the “Excellence in CX” Award from Deep-Insight. For the past 3 years invenioLSI and Deep-Insight have worked together to improve customer experience. Supporting efforts to improve customer relationship quality is something I believe is an essential part of running a company. Partnering with Deep-Insight has been a pleasure and an important part in our company’s mission to help our customers succeed.”

 Nader Tirandazi, CEO, invenioLSI

Read more about invenioLSI’s win here…

 

Best Leadership Response to CRQ

Six Degrees has won best leadership response to CRQ

Congratulations to everyone in SixDegrees, especially Chris Abbott, Kirsty Chapman and Tony Wells.

This is a truly deserved award, everything in Customer Experience starts with leadership commitment and drive and Six Degrees have this in spades.

Through working closely with Six Degrees we got to know a leadership team who are fearless in their ownership of every piece of customer feedback. They listen openly and without agenda and immediately review if their current strategies align with what their customers are telling them.

Most importantly Six Degrees’ leadership team supports their people and their teams. We have seen firsthand their dedication to their teams including, attendance & support at client feedback sessions and full transparency on strategic initiatives that will help their people to better support their customers. It is no surprise that Six Degrees have also been named in Newsweek’s list of the UK’s Top 100 Most Loved Workplaces for 2022.

 

“On behalf of the Six Degrees Leadership Team, we’re thrilled to be recognised for this award.  This year’s survey is the first of three annual CRQ surveys Six Degrees are conducting as we work with our clients to continuously improve the relationship quality and client experience.  We recognise that the whole organisation needs to own Six Degrees’ response if we’re going to be successful in delivering on the promises we have made to our clients. So, we are actively planning to bring our teams, as well as our clients, on the ‘Close the Loop’ journey in the New Year and throughout the programme.”

Kirsty Chapman, Director of Customer Success, Six Degrees Group

Read more about Six Degrees’ win here…

 

Trailblazer in CRQ

Congratulations to everyone in BT Ireland, especially to especially to Alan Shanley, Barry O’Shea, Deirdre Tyrell, Mary McDonagh, Conor Devlin, & Aisling McLaughlin.

BT Ireland has been on a long and successful CRQ journey, each year carefully listening and responding to their customers. Their customers truly value their relationship with BT Ireland, and they have seen tangible benefits from the BT Ireland CRQ programme.

BT Ireland do not want to stand still in this area – they are hungry to be market leaders in CX and are taking significant steps and risks to ensure their customers at the heart of everything they do.

BT Ireland used our ‘CRQ Healthcheck’ to inspire a change programme to disrupt how they measure and manage their Customer Experience to re-focus the entire business on the basics – the value of growing customer relationships. Their pioneering efforts are paying off leading to them winning suite of CX honours, most recently on the European stage.

 

“I’m immensely proud to lead a customer-focused organisation, and I’m very thankful to everyone in BT Ireland for their commitment to winning, developing and retaining customer accounts. Our customer experience culture is a differentiator for us as a business, as our customers have told us in our annual Deep Insight report, and it continues to set us apart.”

Shay Walsh, Managing Director, BT Ireland

Read more about BT Ireland’s win here…

BT Ireland has won Trailblazer in CRQ

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BT Ireland has won Trailblazer in CRQ

Congratulations to BT Ireland who have won Trailblazer in CRQ!

BT Ireland has been awarded Trailblazer in CRQ (Customer Relationship Quality) in the Deep-Insight 2022 Excellence in CX awards. This award is thoroughly deserved as it is based on BT Ireland’s courage to lead the way in customer experience.

BT Ireland has been on a long and successful CRQ journey, each year carefully listening and responding to their customers. Their customers truly value their relationship with BT Ireland, and they have seen tangible benefits from the BT Ireland CRQ programme.

BT Ireland do not want to stand still in this area – they are hungry to be market leaders in CX and are taking significant steps and risks to ensure their customers at the heart of everything they do.

BT Ireland used our CRQ healthcheck to inspire a change programme to disrupt how they measure and manage their Customer Experience to re-focus the entire business on the basics – the value of growing customer relationships. Their pioneering efforts are paying off leading to them winning suite of CX honours, most recently on the European stage.

We admire BT Ireland for their courage to change and for their belief in their customers to drive strategic change in their business. This is what makes them true trailblazers in CRQ and they set a strong standard for others to follow.

Trailblazers are leaders, they create paths that others do not yet see. They are willing to take risks because they are driven by a vision of a better way forward. This is at the heart of what makes BT Ireland pioneers – they have had the belief and courage to re-imagine their culture of CX motivated by a relentless prioritisation of their customer relationships. Our hearty congratulations to everyone at BT Ireland – Shane O’Regan, CX Consultant, Deep-Insight

 

“I’m immensely proud to lead a customer-focussed organisation, and I’m very thankful to everyone in BT Ireland for their commitment to winning, developing and retaining customer accounts. Our customer experience culture is a differentiator for us as a business, as our customers have told us in our annual Deep Insight report, and it continues to set us apart.”

 

Shay Walsh, Managing Director, BT Ireland

Congratulations to everyone in BT Ireland, especially to especially to Alan Shanley, Barry O’Shea, Deirdre Tyrell, Mary McDonagh, Conor Devlin, & Aisling McLaughlin.

About BT Ireland

Your trusted provider to a connected world

We’re one of the world’s leading communications services companies. The solutions we sell are integral to modern life. Our purpose is as simple as it is ambitious: we connect for good. There are no limits to what people can do when they connect. And as technology changes our world, connections are becoming even more important to everyday life.

Today, that’s truer than ever. The connections we make are helping solve the world’s biggest challenges such as the global pandemic, climate change and cyber security. Through the power of technology, we’re supporting customers to live, work and play together better.

About Deep-Insight

Deep-Insight is a leading European B2B Customer Experience (CX) company founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds.

Today, Deep-Insight supports customers all over the world with the skills, tools and methodologies to help you operate world-class CX and EX programmes and transform your organisation.

For more information, go to www.deep-insight.com or email awards@deep-insight.com.