Transforming the contact centre from an outsourced, reactive, problem solving team to an in-house crew of brand experience providers and sales influencers.?
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.
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 Foundationfor Digital Transformation Tory BurchCHALLENGETory Burch is a successful American lifestyle brand, launched in 2004 and quickly grown to account for more than 150 free-standing stores and presence in over 3000 department and specialty stores...
Shifting mindsetfrom Transactions to Relationships BulgariCHALLENGEBulgari approached us to develop a highly interactive, inspiring and bespoke workshop to help their global retail management team shift mindset from transaction to customer relationship, even with the...
Bringing a DTC Mindsetto traditional Interior Design Walker GreenbankCHALLENGEDeloitte Digital had conducted a multi-channel opportunity assessment for Walker Greenbank, a FTSE 250 premium to luxury interior furnishings business that designs, manufactures and sells...
We are based in New York, London and Rome and work with companies anywhere in the world.