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 graphic below relays our perspective on marketplace trends this year, based upon conversations with many companies in customer service environments in a variety of industries.
Customer service environments, and contact centers in particular, tend to have a multiplicity of data. When focused and reviewed regularly and strategically, the available data enables organizations to provide superior customer experience and decrease operating costs....
We drove through several miles of low-rise public housing to reach our destination. A security guard studied us carefully from a watchtower when we arrived at a 20 foot high fence, complete with barbed wire. It was a scene straight out of a spy movie: a covert...