December 12, 2014 Case Study Financial Services and Insurance 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
December 12, 2014 Case Study Financial Services and Insurance 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
October 2, 2014 Customer Strategist Measuring the Return of Employee Wellness Programs Economic and customer value are key drivers of employee health and wellness program success.
March 1, 2014 Customer Strategist Automotive Powering the Automotive Customer Experience J.D. Power III, who pioneered customer satisfaction measurement in the automotive industry, looks ahead with his son J.D. Power IV to the factors that are shaping customer experience going forward.
February 16, 2014 Case Study Communications Vodafone revolutionizes retail service with mindset shift Our client wanted to update its retail experience and present a more consistent branded customer experience across 15,000 stores worldwide. They chose us to help grow their NPS score.
September 1, 2013 Customer Strategist Retail Banking Merging Cultures Brings out the Best for Barclays Customers Barclays and Absa unite in Africa to build a customer-focused bank.
September 1, 2012 Customer Strategist Healthcare Philadelphia Insurance Companies Lends Customers an Ear to Improve Customer Centricity Through an ambitious voice of the customer initiative, the insurance provider uses feedback to improve its products, services, and customer relationships
December 1, 2011 Customer Strategist Communications Motorola Harnesses New Media to Rebrand a History-Rich Company Motorola Solutions used a comprehensive multichannel approach to galvanize employees and customers around its new branding, and to engage the broader market.
September 1, 2011 Customer Strategist Multichannel 101 The complex art and simple science of developing a differentiated multichannel strategy
June 1, 2010 Customer Strategist Retail Banking PhotoBox’s Customer Obsession Drives Double-Digit Growth The online photo company applies deep analytics and customer insight to make customer experience improvements that propel market share and customer growth.
