Customer Engagement Transformation

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Explore our Customer Engagement Transformation services.

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Creating a better customer experience wherever, whenever, and however.

As customer behaviors and demographics change, your approach to engaging them has to follow their journey. With equal parts vision and technology, we can help advance your customer experience to reflect a more human-centric encounter and enable your operations to move toward outcome-based commercials.

  • Get the skills, guidance, and resources you need to make a big difference in your contact center operations that can lead to a big difference in the quality of your customer experience.
  • Achieve demonstrated improvements in business performance, service delivery, and customer and employee satisfaction. Transform your contact center with a change in mindset, leadership commitment, and organizational alignment.
  • Make it fast and easy for customers to collaborate with live agents when needed—and to escalate emergencies without delay.

Results you can measure.

$0m

Cost savings from a complete customer experience redesign for a global 500

0%

Reduction in year-over-year contact minutes for a consumer manufacturer

0%

Improvement in customer satisfaction ratings for a large provider

RESOURCE CENTER

Case Studies

Protect corporate data by automating application security Ribus Group Cyber Security

Protect corporate data by automating application security

A global technology solutions provider, serves more than 2,900 customers worldwide in 43 countries, providing organizati
Implement Master Data Management Solutions Data management

Implement Master Data Management Solutions

Client is a global 500 company that thrives by providing the best solutions/products for their customers. They were stru

White Papers

Build Resiliency And Adaptability With Automation And AI

Artificial Intelligence Hosting server isometric vector illustration. Abstract 3d datace

Businesses have learned the hard way that global disruptions...

Overcoming Healthcare’s Challenges in Design Thinking

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In a recent posting we discussed “journey mapping” as a tool...

How to Leverage Customer Analytics in the Retail Industry

July 29, 2020

As the retail industry turns increasingly digital, customers are now more well-informed and connected than ever before. To take on this challenge, and...

Weighing Cybersecurity Risk Factors in Life & Healthcare

June 7, 2020

We don’t have to go very far back in time for a good example of one of these attacks on a healthcare or pharma organization. On June 27, 2017, Merck, ...

Our Approach

  • 1. Iterate Design

    We always start with people. Business is driven by human behavior. And we take a human-centered design approach to drive business results. Through observation, learning, and immersive research we are able to roadmap solutions that work for our clients and their customers.

  • 2. Validate Develop

    This is where we bring the design vision to life—uncovering and alleviating stumbling blocks that could interfere with successful implementation. Our 360-degree focus on customers and tech-agnostic approach allow us to develop flexible solutions that scale with business needs.

  • 3. Optimize Deliver

    Our global operation model and hundreds of employees in 5 countries allow us to implement best practices and meet clients’ needs practically everywhere. From implementation to analysis, we go beyond solution launch to seek out continuous improvement for our clients—and ourselves.