How a Health Insurance Giant Transformed Its Customer Journey With CX Strategy and Journey Mapping
Redesigning the customer journey to improve empathy and strategic alignment in healthcare.
How a Regional Retail Chain Optimized Its BPO Costs With Outsource vs. Insource Modeling
Optimizing customer touchpoints and cost efficiency for a growing pet retail chain.
How a National Meal Delivery Provider Turned Around Its Call Center in 6 Weeks With Workforce Management and Leadership Coaching
Improving call center performance and service levels for a national meal delivery brand.
How a U.S. Health Insurer Optimized 20+ BPO Contracts With Vendor Benchmarking and Negotiation Strategy
Optimizing BPO contracts to balance service quality and cost in healthcare.
How a Regional Health Insurer Achieved a 15% YoY Growth Plan for Medicare Sales Through Call Center Optimization
Boosting Medicare sales performance through strategic call center optimization.
How a U.S. Professional Services Firm Scaled to 4x Revenue and 30% Profit Growth Through Operational Excellence
Scaling a tech-driven services firm through strategic operations and team growth.
How a National Benefits Insurer Selected Nearshore BPO Partners in 120 Days Using a Blind RFI and Champion-Challenger Strategy
Resolving service gaps with tailored nearshore BPO solutions for insurance customer support.
Unifying Global Technical Support Operations for a Telecom Equipment Vendor. Reducing Costs by ~20%
Unifying global support architecture to improve service and reduce operational costs.
Improving First-Time Resolution by 5-8% in 60 Days for a North American Industrial Supply Organization
Improving email support with first-touch resolution and agile CX transformation.
Transforming Quality Assurance From Compliance to Customer Experience for a B2B Industrial Supply Organization
Shifting B2B service quality from compliance to customer experience focus.
Agile Coaching & Mission-Critical Platform Delivery for a 15,000-Employee Global CPG Company
Accelerating agile transformation to deliver mission-critical IT platforms.
Cloud Contact Center Platform Selection for a $1B Health Insurance Organization
Integrating CRM and cloud contact center platforms for multi-channel optimization.
Cloud Contact Center & WFM Implementation for a National Benefits Provider
Supporting cloud platform implementation with expert guidance and workforce optimization.
Cost-Neutral Cloud Contact Center Migration for a National Healthcare BPO
Upgrading to a cloud contact center platform with better functionality and lower cost.
Launching a Centralized Call Center for a Growing Regional Medical Practice
Launching a centralized call center to streamline operations and improve patient focus.