Resources
Leanpay—Driving OpEx and Customer Loyalty with AI-Powered Support
Leanpay launched a phased AI-powered support initiative in May 2023, leveraging GPT-4o integrated with HubSpot’s CRM. The initiative spanned 11 months and centered on deploying “Lea,” an AI-powered virtual assistant, into the customer-facing email support pipeline by April 2024.
Optimum — Leveraging Customer Experience Transformation to Drive Loyalty and Revenue Growth
With a new CEO and leadership team, Optimum launched a sweeping transformation program spanning 20+ projects across care, digital, and sales functions.
MedSênior — Empowering Aging Through Digital Inclusion
MedSênior launched “Technology with Purpose and Generational Impact”, a program combining digital transformation with social inclusion.
Marsh McLennan — Enterprise-Wide CRM Modernization and Intelligent Customer Engagement
Marsh McLennan executed a multi-year enterprise-wide program to modernize engagement and improve efficiency.
GGRM Law Firm—Building Trust and Growing Business
In October 2023, GGRM launched a Client Experience (CX) Team tasked with restoring consistent, empathetic, and proactive communication throughout the client journey.
Al Masaood Automobiles - Designing for Trust by Rewiring Culture, Systems, and Strategy Around the Customer
AMA recognized that evolving customer expectations and a saturated automotive market were rendering traditional differentiators—such as product and price—insufficient. To remain competitive, AMA needed to shift from a product- and process-led approach to a dynamic, customer-centric model rooted in trust, empathy, and aligned action.
Platforms Code, A National Design System for Governmental Entities of Saudi
Platforms Code was launched as a unified national design system to standardize government interfaces. Built collaboratively with public and private stakeholders, it introduced 75+ reusable components, templates, and shared design guidelines to reduce complexity, improve accessibility, and boost efficiency.
Blue KC’s Solve for X Program
Blue KC undertook a comprehensive transformation to improve operational efficiency and align its services with customer needs. The initiative focused on reducing customer effort, enhancing service delivery, and driving measurable improvements in both customer experience and business outcomes.
Uberization – Customer Doorstep Service Fulfillment for Dialog Axiata Customers
The Uberization initiative was launched to transform the field service fulfillment model. This project aimed to create an intelligent, scalable platform for automating field team assignments and empowering freelance agents to self-manage their schedules and tasks based on skill and territory.
The Power of Customer Journey Mapping and Customer Education in SaaS Companies - RD Station
To address this challenge, RD Station implemented an end-to-end customer journey mapping project, identifying experience gaps and customer pain points. The solution focused on reducing churn through a Minimum Viable Product (MVP) of a new Customer Success operation, which included a comprehensive customer education strategy targeted at key personas, such as sales managers and salespeople.
Softchoice Responsiveness Initiative
The Responsiveness Initiative was launched in 2021 as part of a company-wide effort to enhance customer satisfaction and differentiate Softchoice from its competitors. The focus was on improving the speed and quality of responses to customer inquiries and requests, backed by data analysis showing a strong correlation between responsiveness and NPS performance.
RD Station – A New Customer Experience in the Digital Age
RD Station launched the Digital CS initiative, integrating scalable digital touchpoints with a robust customer education program. The new service model, which was led by CX and targeted to Customer Success improvements, aimed to enhance efficiency, reduce churn, and maintain high levels of personalized customer interactions.
