Case Study
NRG – Transforming the Transitioned Customer Experience
In deregulated energy markets, when one provider exits the market, its customers are often transitioned to another provider. NRG inherited thousands o...
Proven Business Impact
Case Study
NPS "Top 10"
In early 2024, NRG undertook a complex system integration effort affecting billing, account management, customer care, and digital customer experience...
Proven Business Impact
Case Study
Ingram Micro — Driving Business Growth and Customer Loyalty Through a Closed Loop System
In 2023, Ingram Micro implemented a unified, closed-loop system within its digital platform. Executed in three phases (Discovery & Design, Build & Pil...
Proven Business Impact
Case Study
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...
Proven Business Impact
Case Study
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...
Proven Business Impact
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MedSênior — Empowering Aging Through Digital Inclusion
MedSênior launched “Technology with Purpose and Generational Impact”, a program combining digital transformation with social inclusion.
Proven Business Impact
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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.
Proven Business Impact
Case Study
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 ...
Proven Business Impact
Case Study
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 pr...
Proven Business Impact
Case Study
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 st...
Proven Business Impact
Case Study
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 ...
Proven Business Impact
Case Study
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 platfo...
Proven Business Impact
Case Study
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...
Proven Business Impact
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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...
Proven Business Impact
Case Study
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
mode...
Proven Business Impact
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LexisNexis Customer Boost – Maximizing Legal Industry Success in a Rapidly Evolving Environment
LexisNexis launched the Customer Boost Program, designed to connect customers with
the right solutions during support interactions. The program equipp...
Proven Business Impact
Case Study
Enhancing Customer Experience and Digital Care through Net Easy Score Implementation at Dialog Axiata PLC
To overcome the decline in digital care engagement, Dialog Axiata implemented the Net
Easy Score (NES) system across all digital touchpoints. The init...
Proven Business Impact
Case Study
Bishop-Wisecarver Signature Experience
CX Initiative: Signature Experience
The Signature Experience was designed to ensure that every customer interaction across
the lifecycle included seve...
Proven Business Impact
Case Study
Autodesk’s Business Transformation Through Voice of the Customer
Autodesk launched a comprehensive Voice of the Customer (VoC) initiative, uniting go-to-
market teams under a single mission: to transform how custome...
Proven Business Impact
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Capital One’s Journey to Improve CX & Business Results at Contact Centers
2024 CX Impact Award Winning Case Study
Capital One launched a comprehensive CX improvement initiative focused on increasing
accountability across co...
Proven Business Impact
Case Study
Federated Co-operatives Limited (FCL) New Member Experience Program
2024 CX Impact Award Winning Case Study
The New Member Experience Program was developed to address these challenges by
standardizing membership proce...
Proven Business Impact
Case Study
Enhancing Customer Experience at Seddiqi Properties through the VEST Initiative
2024 CX Impact Award Winning Case Study
The VEST Initiative (Valued, Effortless, Special, Trust) was launched to elevate tenant
management and operati...
Proven Business Impact
Case Study
Mercer WIN® 2.0
Mercer launched WIN 2.0 as a comprehensive, experience-led redesign aligned with its
strategic pillars of digital acceleration, enhanced client centri...
Proven Business Impact
Case Study
Axway--Engage, Listen, Analyze, Act
By Using CX Strategies, Axway saw a 42.5M euro increase in profit on operating activities (2019-2024), with a 12.3% increase in profit as a percentage...
Proven Business Impact
