Webhelp, a leading global customer experience BPO player, and Gobeyond Partners, a customer journey consulting firm and part of the Webhelp Group, have announced that CX leaders around the globe can now benefit from a new consultancy practice from Gobeyond Partners that will help them gain efficiency and effectiveness improvements in customer satisfaction, channel shift, cost saving and sales conversion.
The launch of Nudge will further the development of Gobeyond Partners’ behavioural science capabilities and will be led by Richard Chataway who takes the newly created role of Director of Behavioural Science.
Richard is an experienced behavioural science practitioner and founder of Communication Science Group. He has over 15 years of success in applied behavioural science. Having led communications strategy for both local and central government in the UK and Australia, Richard joins Gobeyond Partners from BVA Nudge Consulting UK where held the role of CEO. He has worked with iconic brands including IKEA, Google, Coca Cola, Pfizer, HSBC, Kimberly-Clark, UBS, InterContinental Hotels Group, Campari, Channel 4, Southeastern Railways, Santander, Southern Water and NatWest Group. He is also a former board member of The Association for Business Psychology and authored the book ‘The Behaviour Business’ published in February 2020.
Richard commented on his new role: “I’m very excited to be joining Gobeyond to create a new Nudge practice. Having worked with Gobeyond Partners for over five years, I know that their expertise in delivering transformation, particularly through creating customer journeys that work for both people and organizations, is unparalleled. They understand that every business is in the business of behaviour, so for me it was a fantastic opportunity to work with their talented multi-skilled team to deliver successful behavioural science interventions (‘nudges’) for clients at scale.”
Also joining the Nudge Practice as Principal Consultant is Gonzalo Lopez, who has spent the last five years applying behavioural science in various sectors including banking, education, transport, utilities, and FMCG, and is also a former board member of the Association for Business Psychology in the UK.
Chris Hallmark Managing Director of Transformation Design at Gobeyond Partners said: “I’m delighted to bring behavioural science practitioner skills deeper into the Gobeyond portfolio through the creation of our Nudge Practice. Richard has been a valuable partner for several years and I look forward to integrating him, Gonzalo and the wider team further into our customer journey solutions for clients”.
In his new role, Richard will be building the portfolio of clients for the Nudge Practice and using behavioural science to help tackle complex customer challenges and support with the delivery of customer and transformation journeys. In particular, the Nudge Practice will focus on scaling their proprietary industry-leading audit approach to optimize customer experiences, leading to better outcomes for customers and businesses.
Webhelp designs, delivers, and optimizes unforgettable human experiences for today’s digital world – creating game-changing customer journeys. From sales to service, content moderation to credit management, Webhelp is an end-to-end partner across all B2C and B2B customer journeys. Its over 120,000 passionate employees across more than 60 countries thrive on making a difference for the world’s most exciting brands. Webhelp is currently owned by its management and Groupe Bruxelles Lambert (Euronext: GBLB), a leading global investment holding, as of November 2019.
For more information on Webhelp, visit Webhelp.com.
About Gobeyond Partners
Gobeyond Partners is a new type of consulting firm that partners with its clients to solve complex customer journey challenges. By combining deep sector expertise with an award-winning approach to client service and value, Gobeyond Partners brings its clients’ transformation vision to life. Part of the Webhelp group, the team at Gobeyond Partners operates globally – understanding what it takes to transform organisations in the face of changing customer behaviours, cost pressures, and legacy systems. The firm’s unique customer journey view is broad and deep, helping clients break down organisational silos and deliver a fully connected omnichannel customer experience.
For more information on Gobeyond Partners, visit https://www.gobeyondpartners.com/