UK omnichannel tech and electricals retailer Currys boosts customer engagement with NiCE platform
Currys says it is improving customer engagement with the NiCE CXone platform. Working with partner Concentrix, the retailer has turned its customer service environment into a unified, cloud-based engagement platform spanning voice, email and social channels.
The initiative supports customers across product purchases, mobile services, delivery, installation, repairs and ongoing support, with the aim of enabling more seamless experiences across every touchpoint. Every interaction is captured, transcribed, and analysed, providing actionable insight into customer needs, service friction points and opportunities for continuous improvement.
First contact resolution now runs at nearly 80%, while the contact-to-order ratio fell to 0.18 per sales order, meaning fewer customers need to make contact for every order placed. For the main Currys business, a six-point NPS improvement was delivered during the initial migration period. In one area, Currys saw complaints fall by roughly half over 18 months and NPS rise by more than 20 points. Plans are afoot to extend CXone across the wider business.
It now supports hundreds of advisors across Currys' internal and outsourced operations across the UK, South Africa and India, managing nearly six million customer interactions annually. Concentrix supported the transformation by helping operationalise CXone across complex multichannel environments and translating analytics into measurable frontline improvements.
"With this new tool, we now have a unified view of customer interactions across channels, allowing us to resolve issues faster, personalise services and continuously improve the experience we deliver," says Chris Stroud, Director of Customer Management Centre, Currys. "The platform is also creating a foundation that will help us further simplify and make it easier for customers to shop with us than ever before."
The deployment has also strengthened operational agility. New engagement channels can now be deployed in weeks, accelerating speed to market while maintaining consistency. Currys is using NiCE Workforce Management to improve forecasting, optimise staffing and better align resources with seasonal demand patterns.
"Currys is demonstrating how leading retailers can use customer service automation and orchestration to transform retail customer journeys," says Darren Rushworth, President, NiCE International. "By unifying customer interactions on CXone, Currys is gaining loyalty and deeper insight into customer needs, driving measurable improvements in satisfaction and loyalty, and creating a strong foundation for the next generation of retail experiences."
2026 RTIH Innovation Awards
Customer engagement will be a key focus area at the 2026 RTIH Innovation Awards.
The awards are now open for entries and celebrate global retail technology innovation in a fast moving omnichannel world.
Our winners will be revealed at the 2026 RTIH Innovation Awards Ceremony, taking place at The HAC in Central London on Wednesday, 4th November.
Check out our 2025 winners here.
Our 2025 hall of fame entrants were revealed during a sold out event which took place at The HAC on 16th October and consisted of a drinks reception, three course meal, and awards ceremony presided over by award winning comedian, actress and writer Tiff Stevenson.
In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “This is the awards’ fifth year as a physical event. We started off with just 30 people at the South Place Hotel not far from here, then moved to London Bridge Hotel, then The Barbican, and last year RIBA’s HQ in the West End.”
“But I’m conscious of the fact that, to quote the legend that is Taylor Swift, You’re only as hot as your last hit, baby. So, this year we’ve moved to our biggest venue yet, and also pulled in our largest number of entries to date and broken attendance records.”
He added: “This year’s submissions have without doubt been our best yet. To quote one of the judges: The examples of innovative developments across both traditional and digital retail spaces were truly remarkable.”
Congratulations to our winners, and a big thank you to our sponsors, judging panel, the legend that is Tiff Stevenson, and all those who attended our 2025 gathering.
