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Customer Operations

What do customers experience when they interact with your business? Deloitte’s Customer Operations practice helps organizations develop, implement, and operationalize multichannel customer interaction capabilities for both external and internal customer-facing operations. We can assist you with: Operational assessment – Taking the first step in identifying what can be done to improve customer interaction efficiency and efficacy Operating model design – Designing and implementing new or improved organizational, capability, and business models to improve customer experience and reduce cost Omni-channel effectiveness – Improving consistency, integration, and efficacy of customer interactions across customer contact channels and deploying additional channel capabilities Technology enablement – Guiding and overseeing contact center technology strategy, selection, design, and implementation Sourcing strategy – Identifying and implementing enhanced approaches for sourcing operations to support customers Transformation road map and execution – Creating pragmatic, executable paths to positively impact customer interaction issues

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Key contacts

Arun Babu

Arun Babu

Operations Transformation Leader

Arun is a Partner in the Strategy & Operations practice at Deloitte Consulting Africa . He is an experienced strategy consultant with over 13 years of consulting experience and leads the Operations Tr... More

Veronique Filip

Veronique Filip

Customer Advisory and Experience Leader

Veronique is the leader of Monitor Deloitte’s Customer Advisory and Experience team for South Africa. She is a specialist in developing and leading growth, marketing, sales and customer experience str... More