PROJECTS
Customer Experience Transformation
Aligning the various customer contact organizations, technology, service delivery models to provide an integrated customer experience across a large and complex enterprise.
Consent and Preference Management
Integrating the complex systems and customer experience surrounding omnichannel outbound communication (Calls, emails, text ) to not only capture customer consent to reach out but also create the capability for customer channel preference at a communication/product level.
Global Service Delivery Models
Engineering and deploying an effective global service delivery model that leverages lower cost while maintaining customer quality. This included working with the offshore and onshore teams to ensure collaboration and reduce defects/rework that delivers a significantly stronger product for customers. This includes developing the technology as well as the leadership models along with hands-on re-engineering of the processes.
Retail Service Centralization
Creating and delivering a centralized service to support retail / clinical phone calls that allow the teams in the stores to do what they do best, engage customers in person. This was especially complex due to the healthcare regulatory environment but delivered incremental lift through the reduction of poor service often given at the busy retail store.
Service Technology Standardization
Consolidating the multitude of legacy service technology platforms onto on integrated CRM platform (Salesforce Service Cloud) This gives the servicing teams the visibility to help the customer and have a seamless continuation of the conversation across different channels and products
Service Technology Standardization
Consolidating the multitude of legacy service technology platforms onto on integrated CRM platform (Salesforce Service Cloud) This gives the servicing teams the visibility to help the customer and have a seamless continuation of the conversation across different channels and products
Enterprise Voice of the Customer
Utilizing the extensive data from the contact centers, employee and customer surveys, social media we created a monthly view of the senior leadership of a large retail organization to give them a view of what customers are experiencing (both the good and the bad) so they can have an unfiltered understanding of the business challenges to tackle.
