AuditOperating modelsMeasurement
Assessing customer engagement across a newly formed region
An anonymised example of the challenge, approach and work delivered
The challenge
A restructuring brought affiliates into new regional groups. Regional leaders needed to understand how customer engagement differed between markets and where to focus support.
What we did
The project team developed an assessment framework with regional leadership, reviewed data and documents, and interviewed people across functions. The analysis compared customer engagement across the affiliates and set out recommendations for local and regional teams.
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