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.
Our Solutions
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.
Contact Center
We help clients improve in all facets of the contact center, including workforce management, quality and operations.
Customer Experience
We help clients enhance the end-to-end customer journey through our approach to understand and improve experiences.
Back Office
We improve back office processes to deepen insights and leverage automation, generating cost savings and a better experience.
Industries
Spotlight on Insurance
We support clients in various industries, including insurance.
View our Insurance Practice page for trends and our industry perspective.
Insights
Our research, data analysis and unique perspective for industry leaders seeking sustained improvements and growth.
4 Ways A Cloud Migration Can Pandemic-Proof Your Business —Permanently
There’s no getting around the fact that cloud migration is an ambitious endeavor. A report from Velostrata and Dimensional Research offers some intimidating specifics, noting that 43% of migrations will take more than two years to complete and 55% of survey...
How to Make the Most of Remote Facilitation
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...
5 Steps to Prepare for a Productive Remote Facilitation Session
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...