Proud to be scaling new heights in Customer Experience: Emotive CX recognised by Everest Group’s PEAK Matrix®

At Ventrica, we are passionate about delivering customer experiences that leave lasting impressions - experiences that go beyond just resolving issues and instead focus on building emotional connections with customers. This commitment to Emotive CX has recently earned us recognition as a Major Contender in the Everest Group’s 2024 CXM PEAK Matrix® Assessment for EMEA.

This milestone is no small feat. It’s a reflection of our relentless dedication to creating seamless, human-centred customer experiences that combine innovation with the empathy and passion of our people. It’s what we love to do.

A Bold Step Forward: What This Recognition Means for Ventrica

Scaling the Everest Group’s PEAK Matrix® is akin to conquering new heights in the CX world. Not only does it validate our commitment to excellence, but it also demonstrates the trust our clients place in us to act as the face of their brands.

We didn’t just make our debut - we leapt into the Major Contender category, surpassing competitors and solidifying our growing influence in the CX space. This recognition wasn’t luck - it was the result of strategic investments, strong leadership, and the unwavering passion that fuels every team member at Ventrica.

Why Ventrica?

Our journey to rank highly within the PEAK Matrix® wasn’t an accident. It’s driven by a clear vision - delivering exceptional and emotive customer experiences that foster deep emotional connections and brand advocacy. At Ventrica, we believe customer experience isn’t just about speed or resolution rates - it’s about how a customer feels during and after each interaction. That’s the heart of Emotive CX.

How we’re building emotional connections:

• Our clients trust us to act on behalf of their brands, delivering consistent, reliable service. Whether through complex problem-solving or everyday interactions, we honour that trust by always delivering on our commitments.

• We are passionate about customer experience and passionate about people—both our clients and the customers we serve. This passion is what drives us to go the extra mile and continuously innovate.

• At Ventrica, we encourage our teams to challenge the status quo, to be curious, and to explore new possibilities. This boldness has led us to invest in emerging technologies, new delivery centres, and strategic partnerships with industry leaders like Zendesk.

• Achieving recognition from Everest Group is a testament to our pursuit of excellence. We continually push boundaries to ensure that we deliver the highest quality service, inspiring and motivating our teams to keep improving.

Client Success Stories: The Proof is in the Results

Our clients trust us with their most valuable asset - their customers. And we don’t take that responsibility lightly. Here are just a few ways our Emotive CX approach has driven real results:

• For Charlotte Tilbury, Ventrica’s tailored, omnichannel support contributed to a Trustpilot score increase from 3.1 to 4.6, significantly improving customer satisfaction.

• Clarks partnered with us to reduce operational costs by 50% while enhancing the customer experience through AI-driven solutions and multilingual support.

• Houseful tapped into our expertise to reduce a long-standing 1,600-ticket backlog while improving the efficiency of their CX operations.

• Award-winning innovation: Ventrica and McDonald’s won Gold for using AI to improve CX, boosting CSAT by 32% and reducing AHT by 32%.

• AI-driven efficiency: For Puig, AI and automation powered multilingual support, achieving a 99% live chat completion rate and faster resolutions.

What Makes Us Different?

The Everest Group noted Ventrica’s strategic growth, our partnerships with leading brands, and our focus on technology-enhanced customer experience. We are not just reacting to industry trends - we are leading the charge. With Ventrica AI, CSAT solutions, and new delivery centres in South Africs, we continue to expand our multilingual and omnichannel capabilities.

We also recognise the importance of sustainability and workforce well-being, which is why we have embraced remote working to reduce carbon emissions, partnered with Ecovadis to enhance our ESG strategy, and made investments in automation to support clients in reducing their environmental footprint.

The Future: A Shared Journey to Excellence

Looking ahead, we are more committed than ever to creating customer experiences that evoke positive emotions and build lasting loyalty. We believe that Emotive CX is the future, and our goal is to continue elevating brands by delivering exceptional, human-centred experiences at scale.

As we strive toward the summit of CX excellence, we invite you to join us on this journey. Whether you are seeking to enhance your customer relationships, optimise your CX strategy, or simply explore new possibilities, Ventrica is here to help.

Ready to take your customer experience to the next level? Let’s have a conversation. Together, we can scale new heights.