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. 

Below are just a few examples of the projects and programs that I have delivered that might be relevant to your business