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Customer Experience

Engage Customers
Drive Top Line

The quest to deliver the ideal customer experience has been underway for years with mixed success. Many firms have harvested the low hanging “improvement fruit." Now it's time to move from tweaks to transformation—and accelerate to today's pace of change. 

Our unique blend of business consulting and deep technology puts human-centered design thinking at its core to help clients develop a cohesive program that ultimately drives top-line revenue.

We help you create an agile operating model and craft strategies for the digital world, revolutionizing the way you do business. We partner with clients to navigate the abundance of data and use data to make better business decisions. And, we understand the workforce and expectations are changing. We'll work with you to deliver a customer experience that sets you apart. 

Mike Rowland
Our Team

Our team has deep expertise in strategy and customer analytics, CRM, digital platforms, marketing enablement and high performance contact centers.
Transforming Barclaycard's Customer Experience
FOCUS AREAS
Salesforce

Customer relationship management is a modern name for an old concept—knowing your customer. Does your sales team have the insight it needs to grow the business, and is it equipped to deliver maximum value? 

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Customer Experience Strategy
With an abundance of customer data available from a growing number of sources, organizations are challenged to integrate and analyze this data, develop key insights, and build effective strategies to target and retain their most valuable customers. Can you?
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High Performance Contact Center
Delivering a successful customer experience means making it easy for your customers to do business with you. That starts with your contact center.
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LATEST INSIGHTS
SunTrust Bank: Redesigning Operations to Improve Customer Experience
SunTrust, a top 20 national bank, transformed their treasury management operations from the inside out, yielding new efficiencies and an improved client and teammate experience.
Date: August 17, 2018

The Challenge

Untapped opportunity to boost revenue and provide a differentiated client experience

SunTrust leadership saw a significant opportunity in the treasury management business to connect processes, update to cutting edge technology, and provide a much higher quality client experience. The bank’s goal was to bring this business line to the caliber of other high-performing units at SunTrust.

Service: Customer Experience
Industry: Banks & Credit Unions
Premium
Rethinking Loyalty: Inefficiency is Hindering Your Ability to Create Loyal Customers
Many loyalty reward strategies were built for the pre-digital marketplace — as they have grown and tried to adapt, loyalty and engagement efforts have become highly inefficient, hindering success.
By: Eric Marks, Greg Poffenroth
Date: August 2, 2018
Many of today’s consumer loyalty programs have grown organically over time. Originally built for the traditional, pre-digital consumer marketplace, they are now overcomplicated, too transactional, and too homogeneous—they no longer serve their intended purpose of inspiring true customer loyalty. The research is telling: U.S. households actively engage with fewer than half of the loyalty programs in which they are enrolled.
Service: Customer Experience
Industry: Payments
MultiCare Health System: Redesigning an Employee Engagement Strategy
To deliver a winning patient experience, MultiCare Health System redesigned their Access Center’s employee engagement strategy and focus.
Date: August 2, 2018

The Challenge

Gaining a deeper understanding of employee engagement in a changing talent marketplace

As the competition for great talent continues to increase, companies are fighting a battle against disengagement in the workplace; 68% of employees in the U.S. are not engaged in their work, according to Gallup Daily tracking.

Service: Operations Excellence, Customer Experience
Industry: Healthcare
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