our focus

We focus on three industries – Technology, Telecommunications/Internet Services, and Banking.

Our focused approach allows us to accrue deep expertise with offerings honed to deliver significant value to our clients and their customers.

We have partnered with and delivered successful projects with multinational and middle-market companies, national, regional, and community banks, and national telecom/internet/home security services providers.

Technology client

A SaaS company with 250 agents was spending over $9M annually to recruit, onboard, train, and retain its contact center employees and wanted to understand why it had a high agent turnover.

Our Agent Retention Optimization offering provided their contact center leadership team with predictive behavioral analytics and deep insights into the moments that matter to agents, creating a new layer of understanding and decision support.

Team leaders, supervisors, and managers used this near real-time information to intervene, coach, and reduce attrition or extend employment, reducing costs by $2M in one year while also improving CX and EX metrics.

telecom client

A national telecommunications company providing wireless, wireline, home security, and streaming services needed to cut contact volume by 40% and save $7M in OPEX within a fiscal year.

Our Customer Contact Optimization service identified the root causes of excessive transfers, repeat calls, and billing calls. We also outlined the costs of handling unwanted contacts. We identified the costs associated with various promotional marketing campaigns that caused customer difficulties and generated a high percentage of customer contacts for billing issues.

Thanks to our work, the client reduced contact volume by 40% while creating a new measurement of all contact handling and downstream costs.

banking client

During our CX Data Optimization Assessment for a digital-first national retail bank, we identified 12 separate experiential data silos wholly disconnected from each other and any other source of operational, marketing, or financial data. Despite the significant cost of $250,000 a year to collect and maintain these CX data collection resources, they were not providing the bank with a holistic voice of the customer or journey orchestration service.

We took charge of the situation and developed a comprehensive CX Data Optimization roadmap, which we implemented within six months. Our new CX data integration architecture yielded deeper customer insights across product lines and channels that managers used to meet customer needs. The data generated from this project generated a staggering 115% ROI in sales results for a mobile pension offering, home mortgage applications, and loan origination. 

Our assertive approach significantly improved the bank’s customer experience and ROI.