Currys is delivering measurable improvements in customer experience after transforming its service operations with NiCE CXone. Working with strategic partner Concentrix, the U.K. technology retailer has unified voice, email and social interactions on a cloud-based platform spanning the customer journey—from purchases and deliveries to installation, repairs and ongoing support. The results include first contact resolution of nearly 80%, a six-point NPS improvement during the initial migration period, and a contact-to-order ratio that has fallen to 0.18 per sales order. In one area of the business, complaints dropped by roughly half over 18 months while NPS increased by more than 20 points.
CXone now supports hundreds of advisors across Currys’ internal and outsourced operations in the U.K., South Africa and India, handling nearly 6 million customer interactions annually. By capturing, transcribing, and analyzing interactions across channels, Currys can identify customer needs and friction points while giving teams a more unified view of the customer experience. The platform is also helping Currys improve workforce forecasting and staffing and launch new engagement channels in weeks, creating a scalable foundation for more proactive, personalized customer experiences.
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