December 12, 2014 Case Study Analytics focus boosts revenue and customer insight Lacking a solid foundation to support data-driven decisions, our client was unable to respond effectively to their market. Our data strategists helped them better understand the current state of their abilities. Communications
December 12, 2014 Case Study 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 Case Study 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 Case Study 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 Case Study 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 Case Study Clothing retailer meets peak holiday demands Come holiday time, our client noticed a phone system dilemma: Their outdated system failed 3x in one year.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 Case Study Consistency drives efficiencies A technology manufacturer linked NPS to customer touchpoints to increase accountability and satisfaction High Tech
December 12, 2014 Case Study 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 Case Study 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
December 12, 2014 Case Study Customer issues made simple with expert multilingual associates Our client, a leading Fortune 500 financial services company was looking for help recruiting and training expert associates in various languages. That typically takes several months, but hired and staffed call centers in two months Financial Services and Insurance
December 12, 2014 Case Study Energy firm lights its future with customer strategy Our client was trying to find a way to improve customer loyalty. We helped define a new customer experience strategy and roadmap by defining a consistent CX Public Sector and Government
December 12, 2014 Case Study A high-scoring training solution Our client had just tried a rigorous new training exam that resulted in more failure than success. With our help, they achieved a 162% increase in passing rates. Communications
