Detailed Case Studies
Global CX Expansion
Global Manufacturing • CX Implementation • Regional Expansion
Overview
A global manufacturing leader needed to expand their existing customer experience programs into new international markets. However, inconsistent IT infrastructure and lack of standardized processes threatened the success of their regional growth strategy.
Challenge
The company wanted to expand existing CX programs to new regions but faced significant difficulties with IT infrastructure and lacked the structure necessary for smooth, repeatable expansions. Without a standardized approach, each new region risked quality issues, delays, and inconsistent program implementation.
Solution
We developed a comprehensive implementation playbook that addressed every aspect of the expansion process. The playbook included detailed data structure requirements, service recovery guidelines, survey requirements, and email delivery guidelines. This systematized approach operationalized the entire region expansion process, creating a repeatable framework for success.
Results
- Successfully scaled multiple CX programs across multiple new global regions
- Significantly reduced quality issues during implementation
- Decreased time to implement new regions through standardized processes
- Created reusable framework for future expansions
- Improved consistency across all regional programs
"The implementation playbook allowed us to scale efficiently and streamline our expansion in a way that reduced both quality issues and time to implement."
– Program Leadership
Multi-Platform Integration
Global Manufacturing • Data Consulting • System Integration
Overview
A global manufacturing client operated across multiple regions with different software systems in each location. They needed their customer experience program to run consistently despite this fragmented technical infrastructure.
Challenge
The client had different software platforms across different regions but wanted their CX program to maintain consistency and comparability across all locations. The disparate systems made it difficult to aggregate data, compare performance, and maintain program standards globally.
Solution
We conducted a detailed analysis of data types and quality across all regional systems. Working closely with internal subject matter experts and IT architects, we determined optimal methods to streamline data internally while addressing edge cases and system-specific gaps. This collaborative approach ensured technical feasibility while meeting business objectives.
Results
- Streamlined contact center agent survey data for unified analysis
- Enabled meaningful cross-regional performance comparisons
- Facilitated expansion into new regions with consistent data structure
- Maintained existing infrastructure while achieving program consistency
- Created foundation for scalable global CX operations
"We can now compare performance across regions and expand confidently into new markets while maintaining program consistency."
– Global CX Leadership
Recruitment Optimization
Government • Employee Experience • Recruitment Optimization
Overview
A government agency faced challenges understanding and improving their complex recruiting process amid an aging workforce and difficult-to-navigate application journey. Internal stakeholders questioned whether investing in experience management software was worthwhile.
Challenge
The organization needed to understand the impact of an aging employee base and identify how to successfully guide new recruits through a lengthy and difficult recruiting process. They also faced internal skepticism about whether the CX software investment would deliver meaningful value. The multi-touchpoint recruiting journey often left both recruiters and applicants confused about next steps.
Solution
We designed and implemented a comprehensive survey program spanning the entire candidate journey, from initial application through onboarding. This allowed the agency to understand pain points at each touchpoint. We set up executive dashboarding sessions to clearly demonstrate the software's value proposition and conducted self-service training programs to enable cost-effective survey deployment for future initiatives.
Results
- Gained clear understanding of recruiter and applicant pain points
- Improved relationship between recruiters and applicants through better communication
- Reduced confusion across multiple touchpoints in the long recruiting process
- Demonstrated clear ROI to executive stakeholders
- Empowered internal teams with self-service survey capabilities
- Created data-driven foundation for recruiting process improvements
"We now have visibility into every step of our recruiting journey and can make data-driven improvements to help candidates and recruiters navigate the process successfully."
– Program Management
