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All entries in Category: Our workCategory: Our work
Agile Vaccination Service for COVID-19
Our challenge was the short-term deployment of a COVID-19 vaccination campaign against the backdrop of a rapidly evolving situation...
Reaping the Benefits of BPO – a Case Study
A major European retailer wanted to analyze their existing customer service approach in order to improve efficiency and effectiveness. As a result, they adapted their customer service operating model and…
Reimagining CX for Ambitious Fintech
A German fintech wanted to create a new product and redesign its operating model. We performed a health check to analyze the ‘as is’ state of its customer service activities.
Future-Proof RPA Delivers Long-Term Improvements
Our client had identified Robotic Process Automation (RPA) as a major potential lever for automation and cost-saving within customer service. These effects were expected not only in front-end agent transactions,…
CX transformation drives 20% cost reduction
The subsidiary of a global telecom set out to align its digital transformation efforts with the rest of the worldwide organization’s products and services. Its goal was to achieve operational…
Bank Deploys VOC to Improve CX
Acquiring a new customer can cost up to five times more than retaining an existing one. Therefore, it’s important to maintain good CX and gather and analyze customer feedback to…
