Customer experience experts

Human
connections
are in our DNA

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Delivering Ford a 98% customer satisfaction rate since 2020.

As reported by our clients
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We are not in the business of being less human.

We’re more intelligently human.

Technology gives us scale. People make the difference.

Affinity brings together intelligent technology, customer data and human expertise to help businesses understand their customers, identify opportunities and create better conversations at every stage of the journey. It’s how we make customer engagement more intelligent without making it less human.

Hear more from Affinity CEO, Phil Williams

Customer
Understanding

We don’t just look at customer data. We listen to what customers are telling us, using insight and human conversations to understand what matters and create more relevant engagement.

Automotive
Depth

Automotive is in our DNA. We understand the customer journey from lead to ownership, giving us the experience to identify opportunities and create engagement that works in the real world.

Radical
Transparency

You should always know what’s happening. Clear reporting, accessible insight and visibility across customer interactions give you the confidence to understand performance and act quickly.

Informed
Action

Insight only matters when it leads to action. We turn data, feedback and customer conversations into practical next steps, helping teams focus their time where it can make the biggest difference.

Our Services

Every customer interaction is an opportunity. Whether you’re looking to generate more sales, recover missed revenue or understand what your customers really think, our services help you make every conversation count. What are you looking to achieve?

Conversations into sales

Affinity Sales

When you need to generate sales opportunities quickly, Affinity Sales blends intelligent customer selection, bespoke digital journeys and targeted outbound calling to identify genuine prospects and turn conversations into action. It’s built for launches, model run-outs, sales targets and seasonal demand, without adding pressure to existing teams.
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What your customers think

Affinity Experience

Experience uses AI-powered predictive insight alongside SMS and outbound conversations to capture customer feedback early. By identifying potential dissatisfaction quickly, it gives teams the opportunity to respond before issues affect satisfaction.

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Win back lost opportunities 

Renew & Retain

Renew & Retain keeps customers engaged at important moments across the ownership journey, from finance renewals and service plans to repeat purchase opportunities, helping protect loyalty and generate incremental sales.
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Affinity Experience

Experience uses AI-powered predictive insight alongside SMS and outbound conversations to capture customer feedback early. By identifying potential dissatisfaction quickly, it gives teams the opportunity to respond before issues affect satisfaction.
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Affinity Lost & Lapsed

Lost & Lapsed reconnects with customers who didn’t convert, creating incremental sales and service revenue. Conversations also reveal why opportunities were lost, giving teams insight to improve future conversion.

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Connect customer data

Horizon Platform

Our Horizon Platform brings together customer data, engagement and reporting to support more effective customer interactions at scale. It provides the technology behind our services, it identifies next best actions to help teams connect customer engagement, re-engagement and aftersales activity in one place.

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How can we help you?

We combine intelligent technology, automotive expertise and human engagement to create better customer experiences and stronger results.
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Experience that delivers results 

See how we’re helping automotive businesses create better customer experiences, strengthen relationships and achieve measurable results.

Andy McNeil

CX Deployment Manager

Direct Affinity’s CSI is delivering positive trends and is helping dealers understand and tweak their existing CX processes. It is helping drive improvements whilst at the same time, providing a quality solution. The CX platform is so easy to use, and having full access to all calls and customers comments provides a transparency that helps Direct Affinity CX stand out.

Andy McNeil

CX Deployment Manager

Direct Affinity’s CSI is delivering positive trends and is helping dealers understand and tweak their existing CX processes. It is helping drive improvements whilst at the same time, providing a quality solution. The CX platform is so easy to use, and having full access to all calls and customers comments provides a transparency that helps Direct Affinity CX stand out.

Andy McNeil

CX Deployment Manager

Direct Affinity’s CSI is delivering positive trends and is helping dealers understand and tweak their existing CX processes. It is helping drive improvements whilst at the same time, providing a quality solution. The CX platform is so easy to use, and having full access to all calls and customers comments provides a transparency that helps Direct Affinity CX stand out.

Let’s build a stronger customer experience together

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