Resources

Unlock What's Next.

No fluff—just bold ideas, proven strategies, and
sharp insights to turn customer experience into
your biggest advantage.

Report

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

Get the report

Strategy Guide

5 tips to ensure your contact center clicks

Get the guide

Checklist

3 ways to outsmart an unpredictable economy with superior CX

Get the checklist

Newsletter

Get the insights you need to lead in customer experience – delivered straight to your inbox.

Filter by

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Come holiday time, our client noticed a phone system dilemma: Their outdated system failed 3x in one year.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

what we do
services
industries
resources
company
contact us