TECHNOLOGY platforms rather than build its own . This adds to that sense of ‘ out of the box ’ ease ; 98 % of the Salesforce implementation could be configured with almost no effort , meaning time to market is exceptionally quick . Again , this feeds into FCR ’ s desire to put the customer first , something continually complemented by their partner , Deloitte Digital .

“ Customer experience being everything , we mapped out the customer journey as it existed and as we wanted it to be before we went into designing any software or processes ,” says Farrell . “ We spent quite some time with Deloitte Digital creating that journey and those customer experiences . Then we designed our processes and our new ways of working , so that we were confident in the end that the system would work and deliver the right customer experience . That goes back to making sure it ’ s not an IT project , but about starting with your end-point in mind .”

The business , still in the infancy of its sure-to-be enormous growth , will continue to bring new innovations

Customer satisfaction has increased by 50 % since May 2017

FCR MEDIA ’ S current footprint

• 12 countries

• 35 offices

• 1,200 staff

to the market . Farrell expects that , in following market trends , artificial intelligence will become increasingly important , along with predictive solutions to help the business sell the right products to the right customers .

“ Robotics and automation will enable us to be more consistent , and analytics will improve the customer experience and allow us and our customers greater insight ,” explains Farrell . “ We ’ ll want to leverage our relationships with our customers and do some co-creation too .

“ We want to bring the best evolutions we can to the market for the benefit

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