Growth Powered by Customer-Centricity

Have a business challenge?

CUSTOMER FOCUS THAT STRETCHES BEYOND A SINGLE FUNCTION OR TEAM

Removing silos commands a re-imagined set of values and strategic priorities and requires realignment of internal structures, along with new processes and ways of working.

Public Sector

Understanding and exceeding customer expectations means growth and sustainable differentiation.

It entails pursuing new products, services, solutions, and markets to meet evolving customer needs. This often requires a redefinition of internal structures, compensation, and incentive models to align leaders and employees around new customer-centric values and performance.

Differentiation

Differentiation through a customer focus requires embracing always-on change and transformation.

We support clients moving to a customer-driven operating model; from early strategy and re-orienting around the customer to CX design, delivery, and implementation at scale. We help clients navigate customer-centric transformation by defining product, marketing, distribution, service and care strategies that balance and maximize both business and customer value.

How We Can Help

Customer Portfolio Management

We help you understand key differences in client segments. From there, we’re your partner in retaining and profitably managing your entire customer portfolio.

Customer Experience

We help you set a clear CX vision and strategy. From there, we align your employees and operations to deliver experience excellence and continuous optimization.

Customer Care And Service

We help you resolve client's challenges, inquiries, and needs on their terms—efficiently and effectively.

Customer Markets And Models

We help you evaluate and break into new markets, while transforming business models to support new channels​.

Customer-Led Innovation

We help you stay ahead of customer expectations by innovating to identify, evaluate, and introduce new products and services.

Our Work In Action

Through a multi-disciplinary approach we identified and designed a sequence of activities to move the needle on member satisfaction and facilitate our client's transformation from a transactional health plan to a holistic health partner.

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From Health Plan to Holistic Health Partner
Strategy

From Health Plan to Holistic Health Partner

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Data
Customer Experience

Delivering a Compelling Customer Experience with Data

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Powering Experience at the Speed of Insight
Case Study

Powering Experience at the Speed of Insight

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Cultivating a Contemporary Customer Experience Organization
Case Study

Cultivating a Contemporary Customer Experience Organization

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Strengthening Customer Engagement Through Scalable Analytics
Case Study

Strengthening Customer Engagement Through Scalable Analytics

Latest Thinking

Rob Sherrell

Rob Sherrell

Vice President, Customer Transformation Lead

Rob has over 20 years of customer strategy and customer-driven transformation expertise. He has led hundreds of successful customer and employee-centered engagements for B2B and B2C clients across industries. Rob specializes in helping our clients expand their market presence via experience-based differentiation.

Kelly Slothower

Kelly Slothower

Associate Vice President

Kelly is a leader in our Customer Experience practice. She has over 20 years of experience leading customer insights and helping companies transform by understanding and improving their customers’ experiences. ​​Her expertise in uncovering insights and enabling CX-optimized organizations has delivered real, sustainable results for Fortune 500 companies.

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