Customer Experience Journey Mapping & Optimization: Develop and improve intentional processes that impact customer experience to boost satisfaction and loyalty often at lower operating costs.

Voice of the Customer (VOC) Programs: Implement and optimize VOC programs, including surveys, analytics, and actionable insights.

Customer Advocacy & Retention: Strategies to increase customer engagement, reduce attrition, and improve overall satisfaction.

Omnichannel Customer Experience: Design and implement seamless customer experiences across multiple platforms (in-person, online, contact centers).

Customer Escalation Resolution: Crisis management and escalation strategies to prevent and resolve customer issues, ensure customer satisfaction and protect organizational reputations.

CSAT and Employee Engagement Improvement: Proven strategies to develop and implement processes to measure and improve customer satisfaction (CSAT) and employee engagement.

Contact Center Leadership: Develop contact center structures, processes, technologies, and metrics that drive increases in CSAT and employee engagement at lower operating costs.

Contact Center Consolidation & Restructuring: Streamline operations to reduce costs, improve efficiency, and align more effectively to drive business growth.

Technology Integration: Development and Implementation of cutting-edge technologies including CCaaS, AI, IVR, and automated customer journeys to escalate contact center performance, CSAT, and employee engagement.

Third-Party Vendor Management & Acquisition (Outsourcing/BPO): Selection, contract negotiation, onboarding, and optimization of offshore and nearshore BPO partners that drive efficiencies and improve CSAT.

Performance Metrics & KPIs: Selection, development, and optimization of key performance indicators such as service levels, abandon rates, handle time, error rates, and transfer rates to align business processes and technologies with organizational vision, mission, and goals.

Workforce Management Optimization: Drive workforce efficiency through strategic hiring, training, retention, scheduling, and performance management.

Leadership Development for Business Growth: Executive coaching for leaders to improve performance, create alignment with vision and mission to create an optimal culture, improve decision-making, and lead through inspired storytelling.

C-Suite Advisory Services: Strategies for C-suite executives to drive strategic insights and guidance to accelerate business growth, transformation, and innovation.

Leadership Development for Non-Profit Directors: Focus on leadership coaching for non-profit executives to empower them to achieve organizational success.

AI/ChatGPT in Customer Operations: Primary use cases, adoption, and integration of AI-driven solutions for customer service automation, personalization, and optimization at scale.

CCaaS and CRM Optimization: Selection, contract negotiation, onboarding, integration, and optimization of CCaaS and CRM platforms including organizational support structures, data aggregation, processes, and customer insights.

Data-Driven Decision Making: Use of data analytics to provide actionable insights that drive performance improvements, optimize operations, and support strategic planning.

Customer Data Integration: Aggregation and analysis of customer data from multiple CX/Contact Center platforms to enhance customer insights and decision-making.

Key Performance Indicators (KPI) Analysis: Actionable insights through a targeted KPI analysis that identifies and develops key metrics aligned with your strategies and business goals, driving efficiency and continuous improvement to support long-term growth.

Profit and Loss (P&L) Optimization: Develop insights and processes to effectively build, manage and optimize P&Ls, reduce costs, and accelerate financial performance.

Continuous Improvement Initiatives: Develop, implement and optimize strategies and processes that drive sustainable performance improvements across customer-facing and operational functions.

Six Sigma and Lean Six Sigma Process Optimization: Process improvement strategies using Six Sigma and Lean Six Sigma methodologies to understand critical performance correlations, drive efficiencies, improve processes and reduce customer effort.  Guide strategies to measure, analyze, improve, and control key processes.

Sales Growth Strategy: Develop and implement sales and revenue strategies to increase revenue growth across product and customer segments.

Customer Retention: Develop, implement, and optimize customer retention strategies, programs, and metrics.

Sales Operations Optimization: Streamlining sales operations to drive revenue, reduce attrition, and drive customer engagement.

CX and Contact Center Integration: Specialized services to consolidate and merge CX and contact center operations ensuring seamless transitions and driving increased service quality at scale.

Pre-Merger and Post-Merger Change Management: Strategies to drive employee engagement and morale, develop effective organizational structures, integrate technologies, and develop processes to ensure business continuity and operational efficiency.

Stakeholder Communication & Alignment: Strategies to ensure transparent communication with executives, stakeholders, and employees to support smooth M&A transitions.

Large-Scale Project Implementation: Management of complex, large-scale projects, including transformational CX and Contact Center technology implementations, organizational structures, change leadership, and M&A integrations.

Cross-Functional Collaboration: Strategies to develop and enable strong cross-functional teams, processes, and communications to ensure project execution is aligned to the company vision and drives needed value.

Non-Profits: Strategic solutions for non-profit organizations including leadership development, operational efficiency improvements, strategic plan development, grant writing and procurement.

Community Impact: Strategies for non-profit, community-focused organizations to align vision and mission with structure and processes to ensure significant positive community impact.