Real work. Practical lessons. Measurable results. Client results, perspectives from our work, and resources that go deeper.
What we are seeing, learning, and thinking about next.
Starbucks stars and airline status work on you every day. How to use the same pull on service quality: named behaviors, balanced metrics, real rewards.
What queueing theory says actually drives long waits – volume, handle time and staffing – and how to hold service standards when demand is uncertain.
The Paycheck Protection Program pushed $349 billion out in months and buried lenders in back-office work. How to prepare for volume nobody forecast.
Public cloud went from 12% of North American enterprises in 2013 to near-ubiquitous within five years. What that buys in agility, remote work and cost.
Companies offer more non-voice channels than ever, and most of them are miserable to use. What separates a designed channel from an offered one.
After Silicon Valley Bank and Signature failed, the calls come anyway. IVR messaging, workforce management and outreach that hold up in a crisis.
Fireproofing, skyscrapers and a new plan for the city came out of the 1871 fire. A short film on what rebuilding from the ashes looks like for a business.
Elevating service, driving performance and putting technology to work – the three things we help leaders turn from priorities into results.
Directors, VPs and CEOs steering large organizations in utilities, financial services, government and supply chain. Who we work with, and on what.
A short clip on the first of the three: serving customers better without breaking the budget or burning out the people who do the serving.
A short clip on driving performance: what it takes to get past outdated processes and the hidden inefficiencies that leave value on the table.
The third in the series: what leaders do when incremental improvement is no longer enough, and how to carry mission-critical change through with momentum.
Six qualities leaders tell us set the firm apart, starting with fluency in the details rather than surface-level strategy.
Big firms, smaller firms, technology vendors, internal teams or waiting – an honest look at what each option costs a leader facing high-stakes change.
One of our engagement models: end-to-end support from a clear statement of work through a proven methodology to the team that delivers it.
The northside Chicago office and global headquarters now hangs da Vinci, Renoir, Van Gogh and Picasso. Each was chosen for a reason – can you guess the theme?
Another of our engagement models. Where management consulting is project-based, professional services embed directly into your team.
The last question in the series, after who our clients are and why they choose us: what actually happens when you decide to start.
Voyage Advisory has opened an office in Ottawa, extending our support for clients across Canada.
How a regional utility met a 200% rise in aged receivables with automation and a redesigned organization, turning a collections crisis into a rebuild.
State regulators escalated scrutiny over cost and schedule variances across an electric utility's capital projects. How project governance was rebuilt.
Two leaders left a healthcare call center at once, with call efficiency at twice the industry benchmark and a year-long coaching gap.
A rise in solar and distributed generation applications buried a mid-sized utility's interconnection process. Turning the backlog into a workable flow.
Europe scans every departing traveler with biometrics. America skips the line entirely. The question to ask before automating anything: should this exist?
