Turning complex environments into measurable business performance
Selected engagements illustrating execution in complex environments.
Scaling social media into customer operations
Context
A leading FMCG brand needed to structure and scale its presence across social media channels while preserving brand identity and ensuring operational efficiency. The challenge was to integrate these new interaction channels into existing customer service operations without increasing complexity or costs.
What was done
– Definition of a global social media customer strategy aligned with brand positioning
– Integration of social channels into contact center operations (processes, workflows, escalation)
– Deployment of tools, governance frameworks and performance management
– Structuring of teams, roles and training across customer operations
Impact
– NPS above 50 across social media channels
– Seamless integration with existing customer service operations
– No increase in operational costs despite increased interaction volumes
Transforming customer operations for performance and growth
Context
A fast-growing company reached a critical stage in its development, where scaling operations became essential to sustain growth, improve margins and maintain service quality. Existing processes and organizational structures were no longer adapted to the company’s trajectory.
What was done
– Definition of a multi-year transformation roadmap focused on scalability and performance
– Implementation of a process ownership model to structure operations and enable continuous improvement
– Design and execution of a comprehensive change management approach across teams and stakeholders
– Alignment of business, IT and operational functions to support the transformation
Impact
– Significant improvement in customer experience consistency across channels
– Strong increase in operational efficiency and scalability
– Measurable revenue growth and margin improvement
Leveraging data and AI to deliver customer innovation
Context
A global cosmetics brand aimed to leverage data and AI to develop an innovative diagnostic solution based on image recognition. The objective was to provide users with an accessible and reliable tool while reinforcing the brand’s positioning as a leader in innovation.
What was done
– Development of an AI-based image recognition model to assess skin conditions
– Collaboration with medical experts and internal R&D teams to ensure accuracy and relevance
– Integration of the solution into a user-facing application
– Structuring of data models and continuous improvement loops
Impact
– 50,000+ users leveraging the application
– Strong customer adoption and positive perception of the service
– Reinforced brand positioning as an innovation leader
Designing and scaling high-volume digital ecosystems
Context
Large-scale mobility and transaction-based environments require the transformation of customer journeys and operational models in contexts where traditional interaction points are removed. The challenge is to redesign the experience in fully digital ecosystems, where users must adapt to new behaviors while ensuring operational continuity, customer understanding and revenue protection. These environments include high-volume systems such as free-flow (barrierless) mobility infrastructures, where scale, accuracy and clarity of customer interactions are critical.
What was done
– End-to-end redesign of customer journeys in fully digital and self-service environments
– Definition of new interaction models adapted to barrierless systems
– Structuring of customer operations to manage large volumes of interactions at scale
– Alignment of digital platforms, data flows and operational processes
– Implementation of performance frameworks linking customer experience, operations and revenue
Impact
– Environments exceeding tens of millions of transactions annually
– Improved customer experience despite major behavioral shifts
– Stabilization of operational performance in high-complexity contexts
– Protection and optimization of revenue streams