Currys plc has transformed its customer service operation using the NICE CXone platform, working with Concentrix to unify voice, email and social interactions across a cloud-based contact centre managing nearly six million interactions annually. The deployment has delivered a six-point NPS improvement during the initial migration period, a contact-to-order ratio of 0.18 per sales order and first contact resolution approaching 80%.

Currys plc (LON: CURY) is a Carrington, Salford-based omnichannel technology retailer operating 691 stores in six countries. For FY2025/26 (year ended 2 May 2026), Currys reported group revenue of £9,254 million, adjusted profit before tax of £191 million (up 18%), UK and Ireland NPS of 56 (up from 49 in 2021/22), and a Trustpilot score of 4.4 stars. 

Recurring services revenue grew 7% and now represents 30% of UK and Ireland revenue. NICE (NASDAQ: NICE) is an Israeli-headquartered enterprise software company with FY2025 revenues of $2.5 billion (€2.3 billion). Concentrix operationalised CXone across Currys' complex multichannel environment.

The structural driver is the omnichannel complexity of modern electronics retail CX. A Currys customer interaction may span product purchase, credit application, iD Mobile activation, delivery scheduling, installation, repair or returns, each with its own system and resolution pathway. 

Unifying those interactions on a single cloud platform gives advisers a complete customer view, which is the foundational requirement for personalised, low-effort service at scale. The 0.18 contact-to-order ratio, fewer contacts required per order placed, confirms the platform is resolving customer friction before it escalates to a call, not just handling it more efficiently after it does.

In one division, complaints fell by roughly half over 18 months and NPS rose by more than 20 points, performance Currys is using as the template for extending CXone across the wider business. New engagement channels can now be deployed in weeks rather than months, maintaining consistency while accelerating speed to market.

For the sector, Currys' NPS trajectory from 49 to 56 over four years, in electronics retail, one of the hardest categories for sustained CX improvement, confirms that platform-driven interaction unification is the structural enabler of customer satisfaction at the scale Currys operates.

Source: businesswire.com / currysplc.com / directorstalkinterviews.com / ph.investing.com