Real work. Practical lessons. Measurable results. Client results, perspectives from our work, and resources that go deeper.
Everything we have published, newest first.
The Paycheck Protection Program pushed $349 billion out in months and buried lenders in back-office work. How to prepare for volume nobody forecast.
Contact Center Optimization: Achieve Service Excellence. How a credit union service organization rebuilt its member service center in 20 weeks – two weeks of analysis, then an 18-week implementation.
After Silicon Valley Bank and Signature failed, the calls come anyway. IVR messaging, workforce management and outreach that hold up in a crisis.
Directors, VPs and CEOs steering large organizations in utilities, financial services, government and supply chain. Who we work with, and on what.
Operating model, service experience and transformation discipline across P&C, workers compensation, life and annuities, specialty and health.
Two leaders left a healthcare call center at once, with call efficiency at twice the industry benchmark and a year-long coaching gap.
Senior practitioners for underwriting, claims, policy administration, product delivery and PMO governance, deployed against milestones not a bench.
Driving AI & Automation Adoption Through a Structured Opportunity Assessment. Audit activities running 60-300 hours each, in a manual and compliance-heavy environment. Finding and ranking where AI would actually pay.
