CUSTOMER EXPERIENCE EXPERTISE

By merging our extensive knowledge of service industries from Telecom to health insurance and other financial services, to media and consumer products and healthcare, with our in-depth knowledge of multicultural consumers and their cultural mindset to customer experience, we have guided a variety of clients to increased effectiveness in acquisition and retention efforts.

Major Telecom Services Provider

CASE STUDY

Major Telecom Services Provider

Identifying best-in-class practices for multicultural B2C and B2B customers from a 360⁰ perspective and the role this plays within the overall organization’s culturally inclusive approach for all its customers.

Health Insurer

CASE STUDY

Health Insurer

Assessing Covered California member acquisition potential, understanding and prioritizing key multicultural sub-segments, weighing key operational factors for a successful customer experience and setting cross-functional metrics & dashboards. Helping the organization to align its consumer readiness including: network contracting, product development, distribution, marketing & sales, web support, and call center service.

Large Membership and Advocacy Nonprofit

CASE STUDY

Large Membership and Advocacy Nonprofit

Advancing insights and further developing a strategic plan that enhanced effective net growth by managing the customer journey, strengthening relevance and member value. Enriching Latino Boomers & Gen Xer insights, key needs, differences and connectors for a relevant market offering.

National Environmental Advocacy Group

CASE STUDY

National Environmental Advocacy Group

Developed generational and BIPOC strategies for greater advocacy for the environment. Work included detailed quantitative research to understand where each segment was in terms of brand awareness and understanding as well as deep qualitative probing to be able to understand the cultural insights behind the data. An ongoing brand tracker has also been implemented to identify movement of KPI’s among generational and BIPOC segments.
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