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.
Explore this valuable resource to enhance your customer experience practice.
In early 2024, NRG undertook a complex system integration effort affecting billing, account management, customer care, and digital customer experiences. Despite preparation, the rollout caused significant disruptions—billing errors, login issues, and system data irregularities—which frustrated customers and led to surging call volumes and a sharp decline in customer satisfaction.
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.
