The accelerated move to home working meant little to no visibility
Actual Experience’s initial engagement began on the basis of conducting a Human Experience Audit at the Executive offices in London. The focus here was to identify the cause behind employees continuously experiencing poor quality calls with Skype – With everyone throughout the organisation, employees and customers, being kicked off calls, unable to join or connect video or audio.
The scope of the project quickly changed due to UK Government lockdown measures. Meaning that reporting the human experience of Skype and the company’s internal networks became irrelevant. With the transition to a fully remote workforce, and the company’s increased reliance on Skype any performance issues would be amplified across the organisation, impacting productivity and staff morale.
Actual Experience PLC (LON:ACT), an analytics-as-a-service company, provide digital experience quality analytics services in the United Kingdom, the United States, Europe, and internationally.