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How much empathy do you really need? And what role should AI play?

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5 tips to ensure your contact center clicks

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3 ways to outsmart an unpredictable economy with superior CX

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December 12, 2014 Client Story

Asian operator designs strategic CRM roadmap

Our client had just rolled out an organizationwide CRM system but was lacking a customer-centric roadmap. We were able to help them identify 50 potential customer 'wow' interaction moments
Communications
December 12, 2014 Client Story

Automobile marketing with no blind spots

Our client was looking to better understand the buying habits and lifecycle of their customer base. We developed an analytics-driven solution that provided a better idea of who their customer is.
Automotive
December 12, 2014 Client Story

Better customer service costs less

Our client noticed its commercial loan volume was static, but the unit’s operating costs were increasing annually. We facilitated a week-long session and helped eliminate redundant steps in the process
Retail Banking
December 12, 2014 Client Story

A clear path to customer centricity

Our client enlisted our help to create a project that would to improve operations, employee engagement, and customer loyalty. We used our holistic approach to create a roadmap.
Communications
December 12, 2014 Client Story

Clothing retailer meets peak holiday demands

Come holiday time, our client noticed a phone system dilemma: Their outdated system failed 3x in one year. We migrated the client to a Cisco enterprise solution spanning two data centers
Retail and eCommerce
December 12, 2014 Client Story

Consistency drives efficiencies

A technology manufacturer linked NPS to customer touchpoints to increase accountability and satisfaction
High Tech
December 12, 2014 Client Story

A customer-centric history — and future

Our client was looking to continue its tradition as an industry leader in satisfaction, loyalty, and NPS. We helped implement a new organizational structure and self-help
Financial Services and Insurance
December 12, 2014 Client Story

Customer focus you can take to the bank

Our client saw a need to improve their current call center interactions. We implemented a plan that promoted more employee engagement resulting in 10% improvement in first contact resolution
Financial Services and Insurance

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