Challenge

The CEO needed to reduce operating expenditure by £250M while simultaneously improving customer experience outcomes and positioning the company for a successful private equity exit.

Approach

Total assessment and redesign of the company's operating model:

• Analysed customer journey pain points to identify root causes of operational underperformance

• Used insights to establish principles for a new customer-centric operating model

• Facilitated collaborative reimagining across every function in the company

• Designed governance frameworks, decision-making authority, and measurement systems

• Integrated CX considerations into core business operations

Delivered
A transformed operating model placing customer experience at the heart of business operations, with clear accountability, governance, and the ability to demonstrate repeatable ROI from CX investments.

Outcomes

• £250M in cost savings achieved

• CX function able to directly link activities to revenue impact and NPS improvements

• Virgin Media achieved long-term strategic goal of sale to Liberty Global within 6 years

• Operating model became blueprint for customer-centric transformation across the organisation

• Demonstrated that customer-centricity drives commercial outcomes: sustainable growth, cost reduction, and successful exit