We have had the opportunity to help some of the world’s most respected businesses create breakthrough digital products, services, and customer experiences. And also to develop the capabilities and culture that support and sustain innovation.
Using next-gen tech to deliver on a century-old promise
We helped a leading luxury retailer reimagine their loyalty program and clienteling solutions to increase engagement and better connect their physical and digital touchpoints
Gave 3000+ store associates superpowers, enabling them to personalize shopping experiences with digital selling tools and deepen 1:1 relationships
Created an experience strategy to meaningfully differentiate their proposition for critical customer segments and drive additional revenue
lift in customer retention rates
+10%
increase in average order value
+15%
“Any organization seeking a customer-first approach to accelerate product and service innovation would benefit from your expertise”
Making self-service customer support the #1 choice
We helped a global professional services firm shift customer behavior to lower-cost digital channels via creation of a new, modern brand expression and predictive, proactive, and personalized self-service experiences.
Created an AI agent to assist customers via conversations that are contextually relevant and continuously improved through a built-in learning loop
Digitized 11 customer journeys, leveraging automation and personalization to streamline the end-to-end experience
+40%
improvement in Customer Effort Scores
increase in usage of preferred channels
+25%
reduction in ‘cost to serve’ for support function
-25%
“You shaped an incredible amount of change in our organization”
We helped a Technology function create an AI Studio to explore high-impact use cases, upskill talent, and establish the foundational infrastructure necessary to leverage machine learning and AI as a source of competitive differentiation
Building muscle
for the Age of AI
Designed program—including partnerships with educational institutions and technology suppliers—to incubate innovative applications of AI and ML.
Upskilling included learning programs and project work giving exposure to the application of AI/ML concepts and techniques. This effort generated assets and knowledge to accelerate innovation beyond the scope of the program.
employees across different roles
500+
in OpEx savings generated by solutions incubated in studio
$13M
“You were instrumental in helping to establish a clear vision for how we can apply artificial intelligence and machine learning to foster innovation”
Putting data to work to mitigate operational disruptions
We helped a manufacturer of industrial assets incubate a new business venture based on prognostic analysis of sensor data
Created a digital product delivering insights that enable commercial airlines to reduce operational disruptions, improve passenger experience, and make better decisions regarding real-time fleet health.
Ran innovation sprints to develop initial concept, prototype, and pitch used to secure investment
revenue generated in first year
$25M
industry solutions later built on the core platform
9
We helped executive leaders define and execute the vision, strategy, and roadmap for the transformation of a B2B platform driving $4.9B in revenue per year.
Transforming the go-to-market engine for a global retailer
Design of a suite of nine integrated applications supporting the full sales lifecycle including assortment planning, showroom sales, account management, and order fulfillment
Created the blueprint to build a digitally enabled go-to-market and selling experience that generates 80% of the company’s revenue
increase in sell-through rates
+20%
reduction in length of average sales cycle
-80%
additional revenue and cost savings in Year 1
$432M
“You have a unique ability to see opportunities where others see challenges and a talent for bringing people together to work for a common goal.”
We worked with the executive leaders of a global communications agency to get their transformation program ‘unstuck’. We helped clarify their strategic intent and translate it into an inspiring narrative and cascade of information that built shared understanding across the organization.
Bringing clarity to guide execution and accelerate transformation
Engaged C-suite to co-create a concise, compelling strategic narrative with a memorable articulation of meaningful and measurable intent
Created a transformation roadmap outlining a comprehensive plan with clear actions and accountable owners. This included defining ‘North Star Metrics’ that enable ongoing value management and focus on continuous improvement
+43%
increase in employees reporting they understand goals of transformation
increase in employees reporting they can see implications for their role
+57%
“You helped accelerate our transformation in critical ways, were a terrific sparring partner on our strategy, and we all learned something from working with you!”
We helped a global firm delivering professional services to create a holistic, dynamic view of the client experience they provide and enable value-driven prioritization of improvement opportunities
Driving operational excellence in customer experience management
Developed a journey catalog, providing a systematic way to identify, prioritize, monitor, and improve customer journeys.
Developed a measurement framework to assess journey health and establish the link to business value, enabling data-driven decision-making
improvement in Customer Satisfaction scores (CSAT)
+25%
lift in client engagement with preferred channels
+20%
“You played a pivotal role in catalyzing organizational transformation that had a lasting impact.”
We helped a SaaS company offering an integrated suite of fleet management solutions to streamline their approach to customer support and create an onboarding experience that gets users to value quickly and ensures longer term customer success.
Turning support into sales
Evaluated product usage and visualized user paths to identify behaviors that drive successful adoption, reduce support volume, and positively influence retention
Leveraged customer insights to streamline the onboarding journey by minimizing touch points, simplifying flows, and reducing manual work so that users have a positive first use experience
Created a blueprint that can be leveraged across product ecosystem to enhance cross-selling and scale impact
+15%
improvement in Customer Satisfaction
increase in conversion of trial accounts to paying customers
+20%
“We were consistently impressed by the visionary thinking, collaborative approach, and deep expertise.”
How can we help you?
If you’re seeking growth or transformation in 2025 we should talk.