All entries in Category: Our work

Category: Our work

Our work Insights

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...

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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…

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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.

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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,…

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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…

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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…

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