Case Studies

You’re probably looking for an example of how we’ve solved the exact problem you face, in your industry, for a company like yours. While it’s possible we have done just that, every company really is different—and the way its customers look at it is different, too.

Which is why we suggest you also consider the results we’ve achieved, and our process for getting there. Because when it comes to customer experience improvement, it’s easy to talk about ‘outside-in.’ Actually getting this perspective—and being able to take action on it—is a bit harder.

Customer Centricity Drives Brand and Experience Strategies

Eliminating internal silos increases employee engagement, drives greater cross-sell and revenue, and boosts  customer loyalty by more than 200 percent for this consumer finance leader.

Happier Customers, Better Experience and a Lower Cost to Serve

How this Fortune 100 Telecom leveraged outside-in VoC and customer journey mapping to improve processes, boost SMB satisfaction, and save buckets of money.

Customer Journey Mapping Closes Customer Experience Gaps

Focus on improving customer experience drives process efficiencies, greater customer repurchase and retention, and employee loyalty for this $30 billion commercial real estate lender.

Aligning Brand Strategy and Donor Experience to Drive Value

How a customer-experience-driven brand strategy boosted awareness and loyalty, and radically increased donations for this global non-profit charity organization.

Designing a Better B2B Customer and Partner Experience

How a better customer experience streamlined processes, reduced costs, and drove greater customer and  partner engagement across channels and journeys for a global software leader.

Measuring Customer Experience Reveals Valuable Insights

A community bank’s customer experience and Touchpoint Mapping initiative replaced inaccurate assumptions with a clear view of wants, needs, and opportunities.  

Stripping Complexity from a Multi-Partner Customer Experience

Simplifying the cross-channel customer experience with interactive digital touchpoints, speeds purchase and turns multi-vendor disconnects into valuable relationship-building opportunities. 

Scaling Personalized Service Across Channels

Looking at the customer experience from the “outside-in” helped this regional bank design and deliver a scalable, modernized, cross-channel experience without losing the personal touch and local identity it’s known for.

Improving Customer Experience Boosts Net Profit

For a leading regional bank and their retail and private banking customers, aligning customer experience improvements with a new customer segmentation strategy boosts target customer lifetime value (CLV) by over 25%.

Aligning Customer Experience Expectations by Eliminating Gaps

For a leading Canadian developer of residential and commercial property, employee perceptions of customer experience proved to be a bad indicator of customer happiness.