Currys has improved customer service delivery across its sales channels with a solution from NiCE.

Leveraging its customer engagement platform, NiCE CXone, Currys can now connect customer interactions across each stage of shoppers buying journeys, from purchase to after-sales support. Enabling more personalised and efficient customer services experiences, Currys has seen a double-digit improvement in customer satisfaction scores.

Working with strategic partner Concentrix to integrate the CXone platform across the retailer’s multichannel environments, Currys has transformed its customer service environment into a unified, cloud-based engagement platform, spanning voice, email and social channels.

This supports customers across product purchases, mobile services, delivery, installation, repairs and ongoing support, enabling more seamless experiences across every touchpoint. Every interaction is then captured, transcribed, and analysed, providing actionable insight into customer needs, service friction points and opportunities for continuous improvement.

“We now have a unified view of customer interactions across channels, allowing us to resolve issues faster, personalise services and continuously improve the experience we deliver,” said Chris Stroud, Director of Customer Management Centre, Currys.

“The platform is also creating a foundation that will help us further simplify and make it easier for customers to shop with us than ever before,” Stroud added.

Since deployment, the solution has boosted first contact resolution, which now runs at nearly 80%, with NPS improving by 6 points across Curry’s main business during an initial migration period. In one area, Currys saw complaints fall by half over 18-months and NPS rise by more than 20 points.

“Currys is demonstrating how leading retailers can use customer service automation and orchestration to transform retail customer journeys,” said Darren Rushworth, President at NiCE International.

“By unifying customer interactions, Currys is gaining loyalty and deeper insight into customer needs, driving measurable improvements in satisfaction and loyalty, and creating a strong foundation for the next generation of retail experiences,” said Rushworth.