Services / Customer Experience


Great customer experiences matter because people remember how we made them feel


But great experiences are meaningful within the context of a relationship. The 21st century is no longer transaction-centric: it’s relationship-centric.

For Virgin Media, we put in place a distributed yet balanced organisation, promoted customer focus, ensured agility and scaled up gradually. In the first 12 months, we saw steady growth in productivity every two weeks, and great predictability. The managed service peaked at 13 SCRUM teams and over 150 people between on-shore and near-shore (Romania).

We quadrupled output and doubled productivity, while increasing quality of delivery. This resulted in a 10% increase in acquisitions and renewals conversions.


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