# Voyage Advisory

> Voyage Advisory is a management consulting firm headquartered in Chicago that engineers contact centers, operations, and critical programs. The firm works primarily with regulated utilities, insurance and financial services, and the public sector, applying AI and automation to operational problems. Voyage stays through implementation and measures results against the business case.

## Services

- [Services](https://www.voyageadvisory.com/services): Discover tailored solutions for your unique needs with Voyage Advisory, offering expertise in contact center transformation, driving efficiency, modernizing technology adoption, and leading key programs to elevate customer service and enhance business performance.
- [Contact Center](https://www.voyageadvisory.com/contact-center): Contact center consulting focused on customer resolution, cost to serve, and the technology decisions behind both.
- [Operations](https://www.voyageadvisory.com/operations): Voyage helps organizations improve operational performance through process redesign, technology adoption, and operating model change.
- [Programs](https://www.voyageadvisory.com/programs): Voyage helps organizations turn critical programs into measurable results through business cases, hands-on delivery, and ongoing performance management.

## Industries

- [Industries We Serve](https://www.voyageadvisory.com/industries): Voyage Advisory serves utilities, insurance and financial services, the public sector, and manufacturing and supply chain – industries where customer operations decide the customer experience.
- [Utilities](https://www.voyageadvisory.com/utilities): Voyage helps utilities improve customer operations, business processes, and capital programs amid modernization, cost pressure, and regulation.
- [Insurance & Financial Services](https://www.voyageadvisory.com/insurance-financial-services): Contact center and customer operations consulting for insurance carriers, banks, and credit unions – pairing AI and automation with the operating model changes that make them return something.
- [Public Sector](https://www.voyageadvisory.com/public-sector): Consulting for government and public sector organizations modernizing services, improving operations, and delivering more with finite resources.
- [Manufacturing & Supply Chain](https://www.voyageadvisory.com/manufacturing-supply-chain): Voyage helps manufacturers and supply chain organizations raise throughput, control costs, and modernize how work moves across the operation.

## The firm

- [About Us](https://www.voyageadvisory.com/about): Clients hire Voyage to tackle urgent operational priorities. From elevating customer service, driving operational efficiency, modernizing and adopting new technology to providing leadership for transformational programs, Voyage Advisory's team of skilled management consultants can help you tackle your most critical projects.
- [Leadership Team](https://www.voyageadvisory.com/leadership): We have the skill, discipline and insight to lead critical projects, to design and implement process improvements, to drive change efforts toward maximum ROI, and to elevate customer experience – saving companies time, money and aggravation.
- [Careers](https://www.voyageadvisory.com/careers)
- [Contact](https://www.voyageadvisory.com/contact): Connect with Voyage Advisory today and let us help you transform your customer care experience – schedule a meeting to discuss tailored solutions for your unique needs in your contact center, back office or CX program.

## Insights

- [Insights](https://www.voyageadvisory.com/insights): Voyage Advisory on customer operations, contact center transformation, and what separates AI programs that reach production from the ones that stall.

## Articles and client stories

- [Federal capabilities statement](https://www.voyageadvisory.com/posts/federal-capabilities-statement): Voyage Advisory LLC, UEI E7UEKCRTWL8, small business, incorporated Delaware 2018. What we do for federal agencies, four past performance summaries, and the NAICS codes to contract under.
- [Establishing Enterprise Records & Information Governance for Document Management](https://www.voyageadvisory.com/posts/establishing-enterprise-records-amp-information-governance-for-document-management): Records scattered across disconnected repositories with no governance model. Building enterprise standards for classification, metadata and retention.
- [Driving AI & Automation Adoption Through a Structured Opportunity Assessment](https://www.voyageadvisory.com/posts/driving-ai-amp-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.
- [Built for a Smaller Era: Why Utility Capital Programs Are About to Be Tested Like Never Before](https://www.voyageadvisory.com/posts/built-for-a-smaller-era-utility-capital-programs): US utilities will invest $1.4T through 2030 against capital delivery models built for a smaller era. What that tests, and what has to change.
- [The Better Way Forward: How Activity Based Management Grounds the Three Doors Framework](https://www.voyageadvisory.com/posts/the-better-way-forward-how-activity-based-management-grounds-the-three-doors-framework): The fifth and final article in the series: how activity based management gives Avoid, Automate and Optimize something measurable to stand on.
- [Door Three: Optimize – Giving Your Team Superpowers](https://www.voyageadvisory.com/posts/door-three-optimize-giving-your-team-superpowers): The third door. What to do with the work that survives avoiding and automating: repetitive, error-prone, and held back by outdated tools.
- [Door Two: Automate – Turning Frustration into Focus](https://www.voyageadvisory.com/posts/door-two-automate-turning-frustration-into-focus): The second door. Automating the wrong process burns months and leaves your people more frustrated than before – how to pick what is actually worth it.
- [Selling Shovels: What $11.5 Billion Says About Where AI Value Really Comes From](https://www.voyageadvisory.com/posts/selling-shovels-where-ai-value-really-comes-from): Anthropic and OpenAI each launched a services venture on the same day. Two ventures, $11.5 billion, in services rather than technology – and what that says about where AI value is captured.
- [Door One: Avoid – The Overlooked Path to Business Success](https://www.voyageadvisory.com/posts/door-one-avoid-the-overlooked-path-to-business-success): MIT found 95% of AI pilots fail, mostly on problems that were never worth solving. The first door is the one nobody opens: do not do the work at all.
- [Introducing the Three Doors Framework: You Don’t Need Technology, You Need Three Doors](https://www.voyageadvisory.com/posts/introducing-the-three-doors-framework-you-dont-need-technology-you-need-three-doors): Europe scans every departing traveler with biometrics. America skips the line entirely. The question to ask before automating anything: should this exist?
- [P&C insurance operations, technology and delivery support](https://www.voyageadvisory.com/posts/pc-insurance-delivery-support): Senior practitioners for underwriting, claims, policy administration, product delivery and PMO governance, deployed against milestones not a bench.
- [When Accelerated Growth Overwhelms Utility Operations](https://www.voyageadvisory.com/posts/when-accelerated-growth-overwhelms-utility-operations): A rise in solar and distributed generation applications buried a mid-sized utility's interconnection process. Turning the backlog into a workable flow.
- [Navigating Leadership Transitions: How One Healthcare Organization Elevated Performance](https://www.voyageadvisory.com/posts/healthcare-third-party-provider): Two leaders left a healthcare call center at once, with call efficiency at twice the industry benchmark and a year-long coaching gap.
- [Building Better Governance: A Utility's Project Management Transformation](https://www.voyageadvisory.com/posts/building-better-governance-a-utilitys-project-management-transformation): State regulators escalated scrutiny over cost and schedule variances across an electric utility's capital projects. How project governance was rebuilt.
- [Navigating the Post-Pandemic Surge: Transforming Utility Credit & Collections](https://www.voyageadvisory.com/posts/navigating-the-post-pandemic-surge-transforming-utility-credit-amp-collections-1): How a regional utility met a 200% rise in aged receivables with automation and a redesigned organization, turning a collections crisis into a rebuild.
- [Federal contact center consolidation and optimization](https://www.voyageadvisory.com/posts/federal-contact-center-consolidation): Federal agencies spend $20B a year on contact centers, field 10-20% more calls than commercial ones, and resolve 60-70% on first contact against 80-90%.
- [Expanding Our Presence in Canada](https://www.voyageadvisory.com/posts/expanding-our-presence-in-canada): Voyage Advisory has opened an office in Ottawa, extending our support for clients across Canada.
- [Getting Started With Voyage Advisory](https://www.voyageadvisory.com/posts/getting-started-with-voyage-advisory): The last question in the series, after who our clients are and why they choose us: what actually happens when you decide to start.
- [Transformation across the insurance ecosystem](https://www.voyageadvisory.com/posts/insurance-ecosystem-overview): Operating model, service experience and transformation discipline across P&C, workers compensation, life and annuities, specialty and health.
- [Professional Services With Voyage](https://www.voyageadvisory.com/posts/professional-services-with-voyage-advisory): Another of our engagement models. Where management consulting is project-based, professional services embed directly into your team.
- [Welcome to the Voyage Advisory Chicago Office & HQ](https://www.voyageadvisory.com/posts/welcome-to-the-voyage-advisory-chicago-office-amp-hq): 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?
- [Management Consulting with Voyage](https://www.voyageadvisory.com/posts/management-consulting-with-voyage): 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.
- [Why Clients Choose Voyage Advisory Over The Alternatives](https://www.voyageadvisory.com/posts/why-clients-choose-voyage-advisory-over-the-alternatives): Big firms, smaller firms, technology vendors, internal teams or waiting – an honest look at what each option costs a leader facing high-stakes change.
- [What Makes Voyage Unique](https://www.voyageadvisory.com/posts/what-makes-voyage-unique): Six qualities leaders tell us set the firm apart, starting with fluency in the details rather than surface-level strategy.
- [Why Clients Hire Voyage Advisory: Power Transformation](https://www.voyageadvisory.com/posts/why-clients-hire-voyage-advisory-part-3-power-transformation): 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.
- [Why Clients Hire Voyage Advisory: Drive Performance](https://www.voyageadvisory.com/posts/why-clients-hire-voyage-advisory-drive-performance): A short clip on driving performance: what it takes to get past outdated processes and the hidden inefficiencies that leave value on the table.
- [Why Clients Hire Voyage Advisory: Elevate Service](https://www.voyageadvisory.com/posts/why-clients-hire-voyage-advisory-elevate-service): 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.
- [Who Are Voyage Advisory’s Clients?](https://www.voyageadvisory.com/posts/whoarevoyagesclients): Directors, VPs and CEOs steering large organizations in utilities, financial services, government and supply chain. Who we work with, and on what.
- [Workforce onboarding at scale](https://www.voyageadvisory.com/posts/workforce-onboarding-excellence): Organizations onboarding at volume lose quality first and people second. A six-step onboarding program that cut early turnover 25 percent, raised onboarding satisfaction 30 percent, and shortened time to productivity by 20 percent.
- [Warehouse relocation support](https://www.voyageadvisory.com/posts/warehouse-relocation-support): A warehouse move is a supply chain event with a deadline. A four-phase framework covering inventory, systems, labour and facilities, and a 30 percent reduction in relocation-related downtime.
- [Intelligent strategy for transformation and automation](https://www.voyageadvisory.com/posts/ai-strategy-transformation-automation): Most organizations do not have an AI problem, they have a sequencing problem. A seven-step path from maturity assessment to scaled deployment, with what it has produced in healthcare, financial services, utilities and manufacturing.
- [AI-driven transformation for the energy sector](https://www.voyageadvisory.com/posts/utilities-ai-transformation): Where AI earns its place in a utility: smart grid optimization, customer experience, and predictive maintenance. The three opportunities, what each one changes, and the role Voyage plays across five functions.
- [Customer experience innovation: AI, automation and human-centered design](https://www.voyageadvisory.com/posts/cx-innovation-overview): A framework for reworking customer experience across retail, financial services, insurance and utilities: where AI personalization pays, where omnichannel breaks, and the seven steps between a maturity assessment and a service recovery loop.
- [System recovery and optimization after a platform migration](https://www.voyageadvisory.com/posts/system-recovery-optimization): SAP, Oracle, Dynamics and CIS migrations fail in predictable ways: low adoption, training gaps, thin staffing and no change management. A six-part recovery approach, and what it has recovered.
- [White-label BPO, with us still in the room](https://www.voyageadvisory.com/posts/white-label-bpo-overview): Voyage Business Services exists because clients kept asking for the same thing: a BPO arrangement where somebody who answers to them stays in the room. The six-step model, the service scope, and what it has delivered.
- [IT services and managed solutions](https://www.voyageadvisory.com/posts/it-services-managed-solutions): Managed IT services save 20 to 30 percent against internal hiring and cut hiring time by half. The roles Voyage places, the three engagement models, and where each one fits.
- [PMO excellence: standing one up, or fixing the one you have](https://www.voyageadvisory.com/posts/pmo-excellence): Organizations with strong PMOs achieve 28 percent higher ROI, per McKinsey, and 68 percent now run hybrid frameworks. A six-step approach to establishing or redesigning a PMO, and the four things it delivers.
- [Rethinking and Retooling the Coaching Process](https://www.voyageadvisory.com/posts/rethinking-and-retooling-the-coaching-process): An education services client had coaching that varied coach by coach. Building a standardized, measurable mentorship model that holds up at scale.
- [Turn Your Priorities Into Achievements](https://www.voyageadvisory.com/posts/turn-your-priorities-into-achievements): Elevating service, driving performance and putting technology to work – the three things we help leaders turn from priorities into results.
- [Chicago Fire 1871: A Catastrophe That Reshaped a City](https://www.voyageadvisory.com/posts/the-chicago-fire-story-a-video-by-voyage-advisory): 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.
- [Navigating the Fallout of Bank Failures: How to Absorb the Impact and Strengthen Customer Service](https://www.voyageadvisory.com/posts/navigating-the-fallout-of-bank-failures-how-to-absorb-the-impact-and-strengthen-customer-service): After Silicon Valley Bank and Signature failed, the calls come anyway. IVR messaging, workforce management and outreach that hold up in a crisis.
- [Speech Analytics Model | Fortune 500 Energy Company](https://www.voyageadvisory.com/posts/speech-analytics-model-fortune-500-energy-company): A Fortune 500 energy company had a best-in-class speech analytics system and no governance. A 90% gain in category accuracy and $1M saved.
- [Contact Center and Operational Assessment: Suicide Hotline for a Healthcare Provider](https://www.voyageadvisory.com/posts/contact-center-and-operational-assessment-suicide-hotline-for-a-healthcare-provider): An understaffed suicide hotline with 30-plus work types, rising attrition and no quality program. Fixing staffing, scheduling, technology and role clarity.
- [Contact Center Optimization: Achieve Service Excellence](https://www.voyageadvisory.com/posts/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.
- [Transformation That Goes Beyond Tools](https://www.voyageadvisory.com/posts/transformation-that-goes-beyond-tools): An education services provider needed its knowledge management to work, not just exist. Rebuilding the practices around it, then the system itself.
- [If Digital Customer Service Channels Are So Important, Why Are They So Lousy?](https://www.voyageadvisory.com/posts/if-digital-customer-service-channels-are-so-important-why-are-they-so-lousy): 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.
- [How Cloud Adoption Can Help Your Business Keep Pace with a Changing Landscape](https://www.voyageadvisory.com/posts/how-cloud-adoption-can-help-your-business-keep-pace-with-a-changing-landscape): 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.
- [How New Programs Create Mountains of Back-Office Work… and What To Do About It](https://www.voyageadvisory.com/posts/how-new-programs-create-mountains-of-back-office-work-and-what-to-do-about-it): The Paycheck Protection Program pushed $349 billion out in months and buried lenders in back-office work. How to prepare for volume nobody forecast.
- [Why Contact Centers Have Long Wait Times and What To Do About It](https://www.voyageadvisory.com/posts/why-contact-centers-have-long-wait-times-and-what-to-do-about-it): What queueing theory says actually drives long waits – volume, handle time and staffing – and how to hold service standards when demand is uncertain.
- [Discovering the Path to Success Together](https://www.voyageadvisory.com/posts/discovering-the-path-to-success-together): Enrollment advisors at an education provider needed a repeatable way to guide students through admissions – finding the best practices, and training to them.
- [Gamification Can Elevate Customer Service and Employee Engagement – Without Breaking the Bank](https://www.voyageadvisory.com/posts/gamification-can-elevate-customer-service-and-employee-engagement-without-breaking-the-bank): 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.
- [Program office support: the missing ingredients](https://www.voyageadvisory.com/posts/program-office-overview): Why the usual three options fail, and what a program office actually needs: change practitioners with Prosci credentials, data scientists, Six Sigma process people, and program managers who have run a center of excellence before.
- [Service operations: what we assess, and what it has produced](https://www.voyageadvisory.com/posts/service-operations-competencies): The eight areas a Voyage service operations assessment covers, from workforce planning to telephony and unit cost, with three engagements it has run: 30M calls a year across six sites, a 4,000-FTE quality transformation, and a 400-agent sales effectiveness build.
- [Change management: build the practice, or borrow ours](https://www.voyageadvisory.com/posts/change-management-overview): Two ways to run organizational change management, on Prosci and the ADKAR model: stand up your own practice, or have Voyage manage change at the project level.
- [Manufacturing optimization](https://www.voyageadvisory.com/posts/manufacturing-optimization): Six workstreams for a plant that needs throughput rather than a strategy deck: the system for managing, process design, talent, safety, analytics, and supply chain, handed to a center of excellence at the end.

## Open roles

- [Open Roles](https://www.voyageadvisory.com/careers/roles): Every role Voyage Advisory is currently hiring for, across consulting, delivery, and business development.

## Site

- [Site Map](https://www.voyageadvisory.com/site-map): Explore the Voyage Advisory website, including services, industries, insights, careers, leadership, and contact information.
- [Privacy Policy](https://www.voyageadvisory.com/privacy-policy): What personal information Voyage Advisory collects through voyageadvisory.com, how it is used, who it is shared with, and the choices you have.