Case Study
Employee Experience Strategy
Learn how creating a compelling employee experience enabled a successful new brand launch.
Case Study
Customer Experience Transformation
Discover how an enterprise organization underwent total customer experience transformation.
Case Study
Customer Experience Strategy
Find out how a nationwide electronic security services organization enhanced the end-to-end omnichannel customer experience.
Case Study
Journey Map Road Map
Explore how a non-profit crafted an actionable plan to connect with its audience on a deeper level and increase long-term engagement.
Case Study
Brand Strategy and Implementation
Discover how a large telecommunications provider refined its brand strategy to deliver a differentiated customer experience.
Case Study
VoC Strategy Development
Learn how we designed an award-winning VoC program for a large BCBS health plan.
Case Study
Retail Staffing Optimization
Find out how we assisted a large financial services company with workforce planning to improve the customer experience.
Case Study
Customer Experience Strategy
Discover how we deployed our Customer Experience Strategy Development Framework to transform a health insurance carrier's health plans from the outside in.
Case Study
Customer Personas
Explore how we crafted an in-depth customer personas, unearthed customer pain points across the omnichannel experience, and identified high-return opportunities for a more than 100-year-old footwear retailer.
Case Study
Defining the Customer Lifecycle and Identifying Critical Moments
See how we helped create both the member and agent lifecycles with validation through qualitative and quantitative research for a large specialty insurance provider.
Case Study
Customer Technical Support Strategic Implementation
Read how customer experience tools turned challenges into opportunities for a large telecommunications provider.
Case Study
Building a CX Measurement Framework
Learn how our team developed a framework to monitor customer experience at the interaction, journey, and relationship levels.
Case Study
Digital Experience Journey
Explore how we defined a measurement strategy and deployed advanced technology for a large specialty insurance provider.
Guide
Contact Center Analytics: A Step-by-Step Guide to Drive Customer Success
See how we worked with a nationwide energy firm to identify critical moments in the digital experience that caused its residential customers to abandon the digital channel and created a roadmap for improvement.
Guide
The Ultimate Guide to Customer Journey Mapping
Explore customer journey mapping, the ultimate tool to help a brand uncover the customer’s experience, identify pain points, anticipate needs, and craft experiences that set itself apart from other companies.
Infographic
Create Crazy-Loyal Customers
Start creating crazy-loyal customers with strategic journey mapping throughout the entire customer lifecycle.
Ebook
The Case for Customer Experience Consulting
Download our e-book to better understand the relationship between the customer experience and increased brand loyalty.
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