O2 commissioned Kokoro to help them develop a new vision for their customer experience – building completely new ideas to really drive a step-change in how customers feel when they use the brand across channels. We employed a host of stakeholder and co-creative techniques with emotions at their heart to bring a completely fresh way of thinking about CX. This allowed us to create a new vision for transforming CX ratings amongst consumers and business customers. The plan is under wraps but we’ve already had great feedback, and we’ve helped the O2 team embed it right across the whole business through a range of creative poetic films bringing the key pillars of the plan to life.
"The experience I’ve had working with Kokoro has been fantastic – completely different…from a stakeholder perspective they’ve been really creative getting them to think from an emotional stand point. It’s a bit different to what we’ve usually done and by bringing emotion in it’s been really good for our business and our customer focused vision."
Craig Fullicks, CX Lead O2 Telefonica