CX Transformation Design and Delivery

Our CX transformation offerings

A relentless focus on value and outcomes through organization design and delivery excellence

Transformation Design & Delivery

Using our agile, adaptive and holistic customer-obsessed transformation approach we help clients design and deliver customer-obsessed transformations that deliver outstanding experiences and clear business outcomes

Experience Value Measurement

Identify and continuously measure value through frameworks and prioritization models across your organization

Product & Service Design

Adopt a holistic approach to product and service delivery, linking business objectives to implementation and adoption

Agile Delivery

Atos enables you to embed a culture of iterative delivery across every layer of your business for improved business agility

Client Story

Enabling an analytics-based customer journey transformation for NS&I

Atos delivered an end-to-end CX review of NS&I’s existing online customer journey. Our experts used behavior data to design and develop a range of alternative content (including behavioral nudging and pre-populated information). A/B testing was then used to evaluate and maximize the benefits delivered to NS&I.

The approach boosted the number of top-ups made via bank transfer by 14%, as well as increased the total value of those top-ups by 17%.


Client Story

End-to-end CX transformation for T-Mobile

With a rapid large-scale migration to Salesforce, T-Mobile Netherlands transitioned smoothly to a next-generation customer engagement platform that supports its strategic ambition for excellent customer service and care across its business.

As one of the Netherlands’ largest telecom companies, T-Mobile Netherlands is committed to leading its market with excellent omnichannel customer services and experiences. Among other results, the transformation delivered shorter transaction handling time, increased employee satisfaction, and more cost-effective onboarding.


Client Story

Customer journey development for a leading commercial bank

Atos solutions helped digitize the banking business to drive growth in the customer base and digital channel usage. We redesigned the experience journey, developing a new customer portal and mobile application, and implemented cloud-native platforms to optimize customer experiences and banking business.

The approach increased the net promoter score (NPS) by 47% and resulted in a 3X increase in digital banking traffic.


Client Story

Fortune 100 Retailer

Atos supported a leading North American retailer to deliver a floorplan measurement app, driving substantial incremental revenues and productivity gains. Atos built a cross-platform web, iOS and Android solution that integrates with Salesforce. The app provides a quicker, more accurate measurement of retail floors. Drawings are automatically converted into a proprietary drawing file to generate quotes and cutting guides, increasing operational efficiency.

The solution improved field force productivity by 14% and led to $200 million in incremental sales.

Client Story

AI-powered self-service for a large European institution

The IT department for a large EU institution had difficulty meeting its targets because it was forced to handle a high volume of simple, repetitive questions that could be solved simply by checking an FAQ document. Atos rolled out a smart, AI-guided chatbot to serve the entire organization, handing the most frequent IT support requests sent by users.

By using a chatbot, the relevant knowledge base items can be delivered faster, 24/7/365 to personnel anywhere. The solution allows employees to find answers quicker and ensures that only the highest-priority requests are sent to the operations team — transforming the IT support department into a knowledge management department.

Our other CX offerings

Immersive

End-to-end support for AR/VR/metaverse applications that reimagine your business processes

Design

Service, product and journey designs that create new business opportunities and next-generation experiences

Development

Next-generation architecture, front-end applications and portals that increase conversion and operational efficiency

Platforms

User and brand-centric digital experience platform (DXP) solutions that drive real-time and personalized experiences

Intelligence

Best-in-class analytics, feedback and optimization services that enable improved customer and employee experience

Want to know more, our experts can help