Turning complex environments into measurable performance.

Scaling social media into customer operations

Context

A leading FMCG brand needed to scale social media customer interactions while preserving brand identity and operational efficiency.

What was done

• Definition of a global social media customer strategy
• Integration into contact center workflows and escalation
• Deployment of tools, governance and performance management
• Structuring of teams, roles and training

Impact

• NPS above 50 across social media channels
• Seamless integration with existing service operations
• No increase in operational costs despite higher interaction volumes

See also: Customer Operations, CRM & Contact Centers · Your customers already have their AI. Companies now have to catch up.

Transforming customer operations for performance and growth

Context

A fast-growing company reached a stage where scaling operations became essential to sustain growth, margins and service quality.

What was done

• Multi-year transformation roadmap focused on scalability and performance
• Process ownership model for continuous improvement
• Comprehensive change management
• Alignment of business, IT and operational functions

Impact

• Improved customer experience consistency
• Strong increase in operational efficiency and scalability
• Measurable revenue growth and margin improvement

See also: Strategy & Transformation · The illusion of “all-digital”: why customer experience transformation is a political choice

Leveraging data and AI to deliver customer innovation

Context

A global cosmetics brand sought to use data and image recognition to create an accessible diagnostic experience.

What was done

• AI-based image recognition model to assess skin conditions
• Collaboration with medical experts and R&D
• Integration into a user-facing application
• Data models and continuous improvement loops

Impact

• 50,000+ users
• Strong adoption and positive perception
• Reinforced innovation positioning

See also: Data, Performance & AI · Your customers already have their AI. Companies now have to catch up.

Designing and scaling high-volume digital ecosystems

Context

Large-scale mobility environments required a full redesign of customer journeys where traditional physical interaction points disappeared.

What was done

• End-to-end redesign of customer journeys in digital/self-service environments
• New interaction models adapted to barrierless systems
• Customer operations structured for high volumes
• Alignment of platforms, data flows and operating processes
• Performance frameworks linking CX, operations and revenue

Impact

• Environments exceeding tens of millions of transactions annually
• Improved customer experience through major behavioral change
• Stabilized operational performance
• Protection and optimization of revenue streams

See also: Customer & Digital Performance · Green KPIs… but a declining customer experience · Free-flow tolling expertise