Cloud and on-premises enterprise software solutions provider, NICE recently announced that N Brown Group, a leading online fashion retailer, is expanding the implementation of NICE’s Total Voice of Customer Solution to improve the quality of its customer experience insights. This is part of a robust customer-centric initiative throughout the organization.
N Brown Group, whose brands include JD Williams, Simply Be and Jacamo, is focusing on improving the customer experience at several key stages along the customer journey, including frontline customer service, product and delivery. The NICE Total Voice of the Customer Solution enables the company to analyse what their customers are saying in calls, chats, e-mails, on the web and on any other channel, in order to get a complete picture of the customer experience. Based on the feedback given at each of those stages, a dedicated insight team presents concrete recommendations to improve the customer experience.
Scott Barker, Head of Customer Service Operations, N Brown Group averred, “The NICE solution plays a critical role in our ‘Fit for the Future’ CX improvement program. Voice of the Customer is an important catalyst for improving customer service, especially as our business moves more online and streamlines for greater efficiency. NICE Total Voc is the anchor for our customer-centric initiative, and will help our organization align at all levels to ensure that our colleagues are acting on the insight received.”
Headquartered in Manchester, the fashion retailer employs over 2,600 people across the UK. It is a leading multi-channel, specialist fit company offering customers an extensive range of products in clothing, footwear and homewares. The Group has 140 years of experience in home shopping and is focused on its core mantra of ‘Fashion that Fits’.