How did the American Medical Association remove barriers to digital access and unlock value for millions of users across its online ecosystem? Discover how a cross-functional, customer-centered approach reduced friction, accelerated digital innovation, and delivered measurable impact across key business and customer metrics.
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In deregulated energy markets, when one provider exits the market, its customers are often transitioned to another provider. NRG inherited thousands of such “transitioned customers”—customers who never actively chose NRG and often began their journey confused, skeptical, and disengaged. These customers were more likely to:...
In 2023, Ingram Micro implemented a unified, closed-loop system within its digital platform. Executed in three phases (Discovery & Design, Build & Pilot, Rollout & Change Management), the initiative created a scalable model for capturing, acting on, and tracking customer feedback.
