Transforming how businesses interact with their customers isn’t just about keeping up; it’s about leading the way. In a world where customer expectations are constantly rising, organisations face a critical choice: embrace innovation to personalise interactions and automate processes, or risk becoming irrelevant. This challenge isn’t confined to one industry; it’s a universal call for change across financial services, insurance, utilities, telecoms, retail, travel, and even the public sector.
Key Takeaways
- Evolving Customer Demands: Modern consumers expect seamless, personalised, and automated interactions.
- “Tech with a Human Touch”: Opia’s unique approach blends technology and human expertise to create bespoke CX solutions.
- Significant ROI: Clients achieve an average of 40% savings in service costs, mitigate over £1 million in annual fraud, and automate more than 80% of customer journeys.
- Empowering All Stakeholders: Solutions benefit finance, operations, marketing, and customer acquisition by boosting savings, efficiency, loyalty, and conversion rates.
- Strategic AI Integration: AI is deployed purposefully to enhance processes and guide customers, ensuring tangible value without over-reliance.
The Shifting Landscape of Customer Experience
For years, many organisations, particularly in the public sector, prioritised internal processes over the end-user experience. This approach is no longer sustainable. Today, every interaction, whether with a retail customer or a citizen accessing government services, must be treated as a valuable consumer touchpoint. This shift demands a radical rethink of customer experience (CX).
At Opia, we’ve channeled two decades of specialised CX experience into a new solution: “tech with the human touch.” This modular approach allows us to tailor bespoke solutions that precisely address our clients’ unique needs and pain points, ensuring optimal efficiency and effectiveness. This represents a fresh perspective on Business Process Outsourcing (BPO), a market already projected to grow from $16 billion in 2023 to $32 billion by 2030 thanks to digitalisation.
How Opia Transforms CX
Opia empowers companies and organisations to revolutionise customer journeys and automate back-office operations through a suite of integrated solutions:
- Accessible Web-Based Platforms: Intuitive, frictionless web platforms for seamless user experiences.
- Automated Workflows: Simplified processes with intelligent, automated decision-making.
- AI-Powered Verification: Advanced AI for robust screening, validation, and verification.
- Comprehensive Fulfilment: Integrated solutions covering payments, rewards, and delivery.
- Multichannel Customer Service: Flexible support via multi-language voice, digital channels, or self-serve options.
Opia’s Proven Impact
Our unique platforms and solutions are trusted by leading organisations worldwide, including Google, the UK’s Ministry of Justice, Costco, and Lenovo. By seamlessly integrating people, processes, and technology into a unified operating model, Opia delivers measurable results:
- Cost Savings: Achieve an average of 40% savings in the cost to serve compared to traditional operations, with a potential 30%+ uplift in sales (vs forecast).
- Fraud Mitigation: Over £1 million in fraud mitigated for clients in the past year, maintaining a fraud rate under 1% across our own operations. More than 70% of claims are automated.
- Digital Transformation: Automate or digitise over 80% of customer journeys and back-office processes in real-time, helping clients modernise and shed legacy tech.
- Global Customer Care: Non-automated customer service journeys are expertly supported by our in-house team, spanning 40 countries, with over 90% being multilingual across 15 languages.
- High Customer Satisfaction: Achieve a 95% ‘satisfied’ or ‘highly satisfied’ rating from our clients’ customers regarding their brand experience.
Empowering All Stakeholders
Investing in enhanced CX is a strategic decision that requires alignment across various departments. Opia’s solutions are designed to satisfy every key stakeholder:
- Finance: Focuses on cost savings, fraud prevention, and ROI. For example, one client achieved a 54% cost saving through a digital-first cashback program with a 66% influence rate.
- Operations: Prioritises digital transformation, automation, and efficiency gains. A client saw service delivery times slashed from three weeks to three days, resulting in over 90% cost savings.
- Marketing/Customer Engagement: Concerned with brand satisfaction and loyalty. Opia helped a client deliver a carbon-offset digital-first reverse logistics program with an 86% influence rate to support net-zero targets.
- New Customer Acquisition: Aims to identify and convert target audiences. We achieved a 98% influence rate across customer acquisition initiatives, with 50% of customers citing the campaign as their sole driver for purchase.
Our innovative approach to BPO ensures all these stakeholders are as satisfied as their customers, leading to streamlined operations, enhanced fraud prevention, increased efficiency, and stronger brand loyalty. Overall, we see 86% of end customers citing their experience as having a direct influence on their behaviour.
The Strategic Role of AI in CX
At Opia, we view Artificial Intelligence (AI) not as a standalone product, but as a powerful tool to be strategically integrated for specific business outcomes. We don’t sell our own AI. Instead, our innovation team rigorously tests and leverages the right AI solutions to empower our clients.
AI is never a default; it’s deployed only when and where it will deliver significant benefit. This might involve automating 70-80% of a process while guiding a customer through the remaining 20-30% with a human interaction. We also recognise that some customers prefer speaking to a human, and our solutions always offer both routes, preventing frustrating interactions with ineffective AI.
While our front-end interfaces might appear simple, they are powered by a complex network of workflows enabling everything from integration and automation to fraud prevention and fulfilment. Our primary goal is to use research and evidence to identify sources of customer dissatisfaction and dropout, then provide solutions that proactively prevent these pain points.
Moving Beyond Legacy Systems
Many organisations are hampered by fragmented departments and outdated legacy systems that stifle efficiency. Opia’s expertise helps break down these silos, fostering a cohesive approach to delivering exceptional customer experiences. We combine our deep understanding of customer journeys with our clients’ industry-specific knowledge, ensuring practical and effective solutions.
We understand that clients may prefer a measured pace of change. Our collaborative, two-way dialogue builds trust and fosters long-lasting partnerships, consistently delivering results. Especially for regulatory compliance, getting it right often means taking the necessary time to implement robust solutions, even if they aren’t the quickest to deploy.
Ultimately, whether the goal is to increase sales, reduce costs, or remove friction for a smoother customer experience, Opia’s solutions transcend sector boundaries. We work with clients to analyse their most problematic processes and re-engineer them into seamless solutions that integrate effortlessly with their existing back-end systems.
Conclusion
The market clearly demands a blend of human empathy and cutting-edge technology to truly transform customer experience. By partnering with a specialist like Opia, businesses can revolutionise their CX, boost satisfaction and loyalty, and achieve substantial operational savings. It’s about moving beyond outdated practices to embrace a future where efficiency, security, and exceptional customer interactions are the norm.
Ready to elevate your customer experience?
Book a free discovery session with Opia to see how we can help transform your business and empower all stakeholders.
FAQs
What is “tech with a human touch“?
Opia’s blend of advanced technology and human insight for effective customer experiences.
How much can businesses save?
Clients average 40% savings in service costs, with potential sales uplifts.
What types of businesses can benefit?
Opia works with financial services, insurance, utilities, telecoms, retail, travel, and public sectors.
Does Opia sell its own AI products?
No, Opia integrates suitable AI tools into bespoke solutions for specific client outcomes.