October 11, 2016 Customer Strategist Automotive Where the Rubber Meets the Road Bridgestone tire and auto care upends traditional perceptions of the visit to a mechanic with a dedicated customer focus.
July 31, 2016 White Paper Strengthen Corporate Culture by Managing Unconscious Bias Keys to mitigating unconscious bias in the workplace
March 24, 2015 Blog Apprentice, Professional, Mentor, Visionary: Are These Four Classic Career Stages Still Relevant Today?
January 9, 2015 Blog The Contact Center of the Future and Its Role Delivering an Outstanding Customer Experience
December 12, 2014 Case Study Public Sector and Government AMA makes the most of its keywords Our client was looking to understand which non-branded keywords played the biggest role in the research and education process. We provided data that helped our client identify and remove those terms.
December 12, 2014 Case Study Retail Banking 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
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 Communications 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.
December 8, 2014 Case Study Automotive BMW drives the dealer experience forward BMW was looking to better understand the journey of their own customers so they could enhance the overall dealer experience. We helped overhaul their relationships with dealerships.
October 6, 2014 Customer Strategist Retail Banking Money Talks Omnichannel sales and advisory strategy meets customer preferences to directly drive revenue across banking channels.
