Designed and orchestrated an enterprise-wide customer experience initiative focused on both acquisition and retention of clients. This work involved an integrated consumer-agent-employee experience design for automotive and life insurance lines of business.
Redesigned and implemented a new primary care delivery experience for a major healthcare system. This engagement required designing new processes, structures, facilities, and systems to enable work conducted by primary care physicians, nurse practitioners, and administrative support.
Helped one of the largest retail financial advisory companies design and implement processes and technology required to shift the client experience from transactional investment sales to a trusted, advisory relationship.
Designed a signature patient-physician experience to enable the launch of a network of ambulatory care centers. This project included the design of patient services and communications geared towards the unique needs and preferences of several differentiated “consumer health personae.”
Designed two comprehensive, customer-centric experiences, which included the development of interactive energy statements, virtual advisors, pay plan alternatives, integrated credit counseling, and redesigns of outage communications and service initiation.
Conducted in-depth research with employers and claimants to identify ways to anticipate long- and short-term disability claims and design a more effective claims experience.
Worked with a leading financial advisory broker-dealer to design an experience that improved the acquisition, retention, and profitability of independent Financial Advisors. This project focused on how the broker-dealer could provide services that helped Financial Advisors meet the changing needs of their affluent investors.
Helped improve sales performance and retention for large group and national accounts; launched an individual insurance product business; and made focused improvements in the performance of the small business division.
Developed a comprehensive set of customer experience design recommendations focused on increasing the frequency of visits across a network of franchised automotive service businesses.
Developed a differentiated, “signature” customer experience strategy focused on driving customer and asset growth within the small business client and mass affluent customer segments.
Developed small business customer experience strategy for this leading online and store-based retailer
Developed a customer experience strategy focused on expanding the range of services offered to consumers through a global network of 400,000 money transfer agents.