What We Do
- Omnichannel Strategy and Planning
- Change Management for Innovation
- Customer Research and Analysis
- Customer Experience Strategy and Design
Short engagements to provide senior expertise in Customer Experience and Omnichannel strategy, design and organized change. Whether envisioning a new customer experience, kick-starting methods for innovation or facilitating a strategy session, we provide experts to drive exceptional results.
- Product Management, UX Design and Execution
- Program and Project Management
- Organizational and Operational Readiness
Experienced consultants to augment and train in house resources through long term engagements. Our strategists are more effective because they can execute and manage both teams and stakeholders — with the length and breadth of their experience, they hit the ground running.
We’re currently engaged in a multi-year strategic program to redefine retail for a Fortune 100 company. In addition to developing the overarching strategies, our Product Managers and UX Architects are actively engaged in the design and execution of Mobile site & app, desktop site, digital in store and operational processes to ensure incremental success while continually providing feedback to course correct and drive innovation. The result has been an industry leading success in shareholder return and omnichannel experience over the five years we’ve been engaged.
Mapping the Healthcare Reform Experience
In the wake of 2013’s tumultuous enrollment process for Healthcare Reform we spent eight weeks mapping the customer journey of a customer shopping for insurance to their first attempt at accessing care. Cross functional acumen was critical in ferretting out the subtle nuances of customer need and emotional state relative to broker, doctor, hospital and insurance carrier processes and goals. Visualizing the end to end experience from every constituents’ perspective identified wholly new areas of focus to improve customer satisfaction and overall efficiency.
NEW YORK | ATLANTA