Featured Insights

Restoring Customer Service Excellence After Disruption THE CHALLENGE QUICK INSIGHTS Delivering great service is hard enough when everything runs smoothly. But when disruption hits — whether from external crises or internal missteps — even the strongest service organizations can falter. Our client faced exactly that. Customer satisfaction had dropped sharply, operations were strained, and leaders needed to restore confidence and rebuild excellence  across their customer servic

Cracking the Code on Digital Experience in the Chemical Industry THE CHALLENGE QUICK INSIGHTS In today’s digital world, customers expect options. They want to research, compare, and buy on their own terms — anytime, anywhere. Companies that make it easy to self-serve during key moments of the buying journey not only win customers but keep them. The evidence is clear: customers who have a better experience are more likely to pay more, forgive more, and recommend more . Yet in

How do you breathe life into a stalled Transformation Project? THE CHALLENGE QUICK INSIGHTS Transformation is everywhere. Every company is redesigning, reimagining, reinventing — and it always starts with energy and optimism. That was certainly true for our client. After months of design work, they were ready to roll out a new customer service model that would become the single point of contact for customers and free up their sales team from administrative tasks. On paper, it

Before we talk about Customer Experience, I first have to confess something.  I grew up as a Business Process Maven... wholly obsessed...