We help our clients care for their customers
We drive customer experience and process improvements in large-scale enterprises, contact centers and back office environments.
What We Do
We are management consultants who focus on strategy, customer experience and process. We use these skills to help our clients as they improve, evolve and grow.
Spotlight on Insurance
We support clients in various industries, including insurance.
View our Insurance Practice page for trends and our industry perspective.
Our research, data analysis and unique perspective for industry leaders seeking sustained improvements and growth.
The COVID pandemic is rapidly forcing change in employment norms while many employees are dealing with large upheavals in other parts of their lives. According to 2018 analysis from Global Workplace Analytics, some 3.6% of US employees, or 5 million employees, were...
The pandemic didn’t create remote facilitation, but it did accelerate it from an emerging trend to a new necessity as offices closed, classrooms moved online, and in-person meetings were replaced with digital alternatives. The shift has occurred at breakneck speed...
Whether you’re aware of it or not, you’re influenced by the concept of gamification on a daily basis. My 10-year-old son is just beginning to feel the pull of the rewards “stars” that come with purchases made using the Starbucks app. It’s tempting to attribute the...