Driving Growth by thinking Customers rather than Cases

Driving Growth by thinking Customers
rather than Cases

TORY BURCH

CHALLENGE

Transforming the contact centre from an outsourced, reactive, problem solving team to an in-house crew of brand experience providers and sales influencers.?

Luxury Customer Experiance

SOLUTION

We partnered with internal stakeholders to conduct a qualitative and quantitative assessment of provided service, capabilities and team performance, highlighting the opportunities for the company in light of the overall brand elevation strategy.

We then proceeded with articulating a vision for a new Client Services team, empowered, proactive and revenue generating. We defined a high level strategy and transformation requirements across technology, data, processes and people, drawing a compelling business case for the board.

We helped the Tory Burch team select a conversational commerce advocate and forward-thinking technology partner, creating with them an ambitious transformation roadmap that was timely and successfully executed.

OUTCOME

Francesca Danzi led the creation of a highly motivated, performance driven Client Services team, new ways of working and measures of success that shaped a culture of excellence and accountability. The team generated 30% sales growth in the first year and substantially improved productivity and customer satisfaction by engaging across voice, messaging and chat.

Laying the Foundation for Digital Transformation

Laying the Foundation for Digital Transformation

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Shifting mindset from Transactions to Relationships

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WHERE WE ARE

We are based in New York, London and Rome and work with companies anywhere in the world.

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