Challenge:

Tasked with an ambitious goal, the CEO of a leading telecommunications giant sparked a unified mission for both B2C and B2B sectors: to harness the power of Artificial Intelligence. The aim was to unlock a realm of possibilities — streamlining operations, slashing costs, boosting efficiency, unlocking new revenue streams, and catalyzing innovative experiences for customers and employees alike.

Our Role:

Summoned by an ensemble of the company's top-tier digital strategists, including the Chief Digital Officer, the Chief Customer Experience Officer, and the Chief Information Officer, our mission was clear. We were to dissect and enhance the maturity of their AI ecosystem, meticulously handpick and refine AI use cases, and propel the company to the forefront of the AI vanguard.

Outcome:

In a mere six weeks, our team delivered not just a strategy but a revolution. We crafted a comprehensive AI blueprint, which went beyond the initial ask, presenting a detailed forecast of KPI trajectories and a visionary long-term roadmap. Our strategic acumen set the stage for the telecom leader to not only enter the AI arena but to take the reins and lead the charge.

Challenge:

Faced with the challenge of digital transformation, a retail giant aimed to redefine their customer journey across three major brands. The mission was to ignite organic growth through seamless omni-channel experiences, ensuring each channel thrived without infringing on the others. Additionally, they sought to infuse cutting-edge technologies to support and amplify this omni-channel metamorphosis.

Our Role:

Our expertise was in architecting a business case for their omni-channel transformation, projecting growth over a decade with precision, even amidst the ebbs and flows of seasonal trends. We meticulously evaluated vendors in two crucial arenas—ecommerce and content management—ensuring their capabilities were in lockstep with our strategic vision for sustained growth and market demand.

Outcome:

The collaboration yielded a triumphant success, as reflected by the client's satisfaction with our strategic blueprint. Guiding them through a meticulous RFP process, we helped pinpoint the perfect vendor partnership. A decade later, the results speak volumes: the company has witnessed remarkable growth, a testament to our long-term strategy and omni-channel expertise.

Challenge:

At the helm of a thriving event management small business, the CEO sought to not just maintain her growth but to outpace the competition and secure a dominant market position. Faced with an obsolete plan from a previous consultancy that failed to tackle continuity, revenue enhancement, and industry upheavals, she needed a fresh, resilient strategy - so she engaged us.

Our Role:

We conducted a market analysis, setting a global and American benchmark to position her business at the forefront. Delving deep into the financials, we crafted a suite of tailored recommendations aimed at maximizing profits while trimming the fat, all measured against cross-industry standards. Our foresight led to a long-term plan, bolstered with contingencies for unforeseen global events.

Outcome:

In four weeks, we delivered, earning the CEO's accolades as the finest—and most economical—consultancy partner she's encountered. Our work surpassed their expectations, setting them on a trajectory for growth and industry leadership. The client praised our acumen, crediting us with transforming their business outlook and priming the company for a future of market success.

Challenge:

A globally recognized software behemoth embarked on a huge mission: a full-scale overhaul of their eCommerce platform across web and mobile customer touchpoints. The ambitious project entailed the seamless integration of newly acquired technologies in content management, data analytics, and personalization into a state-of-the-art enterprise eCommerce platform.

Our Role:

At the beginning of this transformative journey, we led the product design and development efforts. Our expertise shone through as we crafted the overarching product vision and strategy, curated a progressive product roadmap, and orchestrated excellent backlog management and sprint planning. We lead agile pods, driving all ceremonies to actualize the client's vision and strategy efficiently.

Outcome:

The MVP rollout was a leap into revenue boosts and market dominance. Subsequent iterations continued to hit the mark, constantly realigning with the initial roadmap. Beyond operational excellence, the client celebrated a surge in Net Promoter Scores, echoing the satisfaction of customers and employees, and our partnership as a benchmark in their eCommerce evolution.

Challenge:

With a network of 73 libraries, an Ivy League university faced a digital conundrum: each library offered a disjointed web and mobile user experience, supported by a patchwork of technologies. University leaders sought our expertise to unify these experiences, streamline user journeys across multiple libraries, and enhance the underlying content management and analytics infrastructure.

Our Role:

Our team took the reins, guiding the digital unification with deft precision. We conducted comprehensive user research and comparative studies, designed product prototypes, and defined MVPs, ensuring every step from backlog creation to product development was tailored to integrate the diverse technologies into a single, harmonized library ecosystem.

Outcome:

Adhering to the university's budgetary constraints, we blended proprietary and open-source solutions, resulting in a centralized digital gateway. The unified system bolstered the libraries' brand and elevated their global stature. Post-transformation, the libraries witnessed a surge in user satisfaction, engagement, and search precision, setting a new standard in academic digital infrastructure.

Challenge:

The company sought an overhaul to refine customer interactions across their web, mobile, IVR, chat, and social media platforms. The transformation aimed to enhance customer satisfaction, and to ease the burden on financial advisors inundated with queries due to inadequate digital resources. They envisioned leveraging AI and machine learning to revolutionize content personalization and customer engagement.

Our Role:

Our command of the digital realm was put to the test as we orchestrated the entire transformation process—from product design to user research, from prototyping to MVP development. We forged a product roadmap brimming with AI innovations, directly shaped by the real-world insights of focus groups and the frontline experience of contact center agents.

Outcome:

Our collaborative strategy bore fruit over the years, as the company met and surpassed their financial goals, achieving substantial cost savings. This fiscal triumph was mirrored by a marked reduction in contact center volume, underscoring the efficacy of improved digital channels. Enhanced user experience, and improved knowledge-driven platform simplified customer journeys.

Challenge:

The company grappled with digital disarray across its 48 digital properties and 8 mobile apps. The uncoordinated efforts of product, design, marketing, and tech teams led to fragmented customer journeys and a brand identity crisis, as their market presence seemed splintered and inconsistent. Existing market brand guidelines were at odds with the company's digital design and content strategies.

Our Role:

Tasked with taming this digital wilderness, we conducted a comprehensive audit of the existing ecosystem. Employing atomic design principles, we spearheaded the creation of a global design system, complete with a dynamically updating component library. This strategic move aimed to synchronize the company’s digital footprint under a unified, coherent brand image.

Outcome:

The implementation of the global design system revolutionized the company's digital operations. It streamlined design and development processes, reducing time and resource expenditure. The system fostered brand consistency, enhanced user experience, and improved collaboration across teams, solidifying the company's market presence with a polished, unified digital identity.

Challenge:

The company aspired to revolutionize its operations through Design for Sustainability (DfS). They aimed to integrate a holistic design ethos, encompassing environmental and social considerations across the lifecycle of products, processes, and systems. The objective was clear: to create solutions that satisfy human needs while reducing their footprint on the planet and its resources.

Our Role:

We were entrusted to impart the principles of DfS across the company’s spectrum of end-t-end activities. Through a series of service design blueprinting, innovation workshops, comparative market studies, focus groups, and 'art of the possible' sessions, we laid the foundation for embedding sustainable practices in product development, architecture, and production planning.

Outcome:

We paved the way for the company to embrace and benefit from DfS. The transformation led to eco-efficient product designs, sustainable architectural planning, and environmentally conscious production processes, setting new industry benchmarks for sustainability in the oil and gas sector. This shift positioned the company as a leader in sustainable practices.

Challenge:

A global leader in the beauty salon sector aspired to rejuvenate its brand and digital presence across its two flagship brands. The vision was clear: a redesign coupled with automation to enhance customer engagement and achieve business goals. However, turning this high-level vision into a tangible, exceptional user experience required a design agency with strategic expertise.

Our Role:

We defined new brand guidelines that resonated with the unique identity of each brand. We redesigned all web and mobile experiences. Through innovation workshops, we led the company's leadership in mapping an evolutionary roadmap for their digital ecosystem. Our expertise in UX and visual design, interaction design, and user research played a pivotal role in this transformation.

Outcome:

The new digital platforms received glowing customer feedback and led to a marked increase in all digital KPIs. More than just a digital facelift, the design overhaul significantly boosted physical foot traffic to salon locations. Revamped digital communication, enriched by a thoughtful information architecture, personalized customer journeys, set the client apart from competitors.

Challenge:

The company resolved to modernize its intranet, a critical digital backbone supporting its worldwide operations. The effort included vendor selection, technological overhaul, and implementation, all while addressing the diverse needs of its global workforce. Enhancing internal communication and collaboration was also pivotal to the company's ongoing success and innovation.

Our Role:

We delved deep into understanding user needs and addressing pain points. Our comprehensive strategy prioritized accessibility, localization, performance, security, and seamless integration with existing systems. Emphasizing content management, governance, usability, and mobile optimization, we also focused on facilitating widespread user adoption across the organization.

Outcome:

The revamped intranet launch was a triumph, rolling out successfully in over 75 countries. User feedback was overwhelmingly positive, highlighting each aspect of our involvement. The success of this project not only elevated the internal digital experience but also reinforced the company's commitment to leveraging technology for enhanced global collaboration and efficiency.

Challenge:

The company wanted to transform its customer dispute handling by automating the process. The objective was to enhance efficiency, slash operational costs, and elevate customer satisfaction. The aim was to allow contact center agents to focus on complex inquiries, streamline the resolution process, reduce human error, and more effectively identify fraudulent claims.

Our Role:

We led the integration of advanced natural language processing (NLP) and machine learning (ML) algorithms to autonomously categorize customer disputes. We developed a data lake, drawing on diverse, clean data sources, and the optimization of chatbots for initial dispute engagement. We deployed fraud detection algorithms and implemented a robust case management system.

Outcome:

The new system brought about a paradigm shift in dispute resolution. Efficient dispute routing significantly reduced agent workload, enabling them to address complex issues more effectively. Enhanced fraud detection measures protected the company from financial losses, while the overall customer experience saw substantial improvements, as reflected in customer satisfaction metrics.

Challenge:

A full-scale end-to-end eCommerce replatforming. This digital transformation aimed to revamp the company’s entire technology infrastructure, enhancing performance, scalability, and customer experience. It demanded a comprehensive approach, addressing every facet of the business, from technology foundations to customer interactions across all channels.

Our Role:

We led the strategic planning, setting clear objectives for the digital shift. Our team meticulously evaluated and selected the ideal technology platforms, ensuring scalability, robust features, and seamless integration with existing systems like ERP and CRM. We were instrumental in data migration, developing custom solutions for unique business needs, and facilitated UAT.

Outcome:

The transformation led to a scalable eCommerce platform, adept at managing heavy traffic and extensive product catalogs. We optimized the customer experience with intuitive navigation, personalized suggestions, and smooth checkouts, resulting in increased conversion rates and revenue growth. The cohesive omnichannel experience created is responsive to changing customer needs.

Challenge:

A technology firm faced the daunting task of digital transformation. Key to this endeavor was the tech overhaul, and mastering the art of change management – a blend of strategy, process, and tools essential for steering the organization through new technological landscapes and work methodologies. This journey was about reshaping the company's culture to thrive in a rapidly evolving digital world.

Our Role:

We outlined the exact changes affecting every employee tier, gauged the emerging skill and training demands, and strategized for potential job shifts. We crafted a training regime, arming employees with the necessary skills and knowledge for the new digital tools and processes. Key to our strategy was fostering a culture ripe for continuous learning, adaptability, and innovation.

Outcome:

By streamlining operations, automating tasks, and minimizing errors, the company saw improvements in operational effectiveness. This newfound efficiency optimized customer interactions, leading to heightened satisfaction and loyalty. This agility paved the way for groundbreaking innovation – new market forays, fresh product lines, and cutting-edge business models.

Challenge:

A telecommunications company launched an ambitious lead management initiative, sparking shifts in sales attribution and, consequently, employee compensation structures. This evolution in sales attribution presented a complex puzzle: balancing fairness in commission while embracing a more holistic view of sales contributions, across all sales and marketing channels.

Our Role:

We made the contribution of each channel to lead conversions transparent, implemented new compensation models that acknowledged every touchpoint's cumulative impact. We addressed agents' concerns and demystified the new attribution model, to provide clarity and gain buy-in. Our support extended to tailored training, equipping sales agents with needed skills.

Outcome:

Lead quality was elevated by unifying data and applying stringent qualification standards, ensuring that only the most promising leads reached the sales teams. Predictive analytics and cross-channel interaction tracking, boosted conversion chances. This strategic overhaul optimized lead management and fostered a culture of adaptability and excellence in sales processes.

Challenge:

The startup company faced a pivotal moment: redefining their work culture, core values, operational strategies, business methodologies, and long-term vision. Their ambition? To future-proof their operations and to align them with a grand vision of making a lasting, positive impact on the world. The company needed outside-in perspective on a broad spectrum of topics.

Our Role:

We facilitated a series of 'Art of the Possible' offsites for the executive team, turning them into crucibles of innovation and strategic development. Our role was to facilitate brainstorming and development of all critical areas needing a revamp. By injecting a fresh, cross-industry perspective, we ensured that their vision was introspective, feasible, and globally competitive.

Outcome:

The client team emerged satisfied and inspired, equipped with the tools and strategies to make a meaningful, global impact. This journey marked a transformation and a renaissance for the company, setting a new benchmark in their corporate evolution. The corporate identity was repositioned in the market and reenergized their entire organizational ethos.