CX Multi-Year
Major U.S. Utility
Led a multi-year customer service transformation; established an AI-first service strategy and owned a full CCaaS vendor selection process.
The Business Problem
The organization was undergoing a major transformation from on-premise to cloud technology and needed an unbiased outside perspective to help them define what they needed, articulate what they wanted to achieve with the new platform, and follow a proven, structured process for selecting the right vendor.
The Approach
The first half of the engagement focused on facilitating stakeholder alignment around a future-state vision for customer service, then translating that vision into the artifacts needed for vendor selection — including detailed requirements, evaluation scorecards, demo scripts, and a scoring matrix. The second half focused on building a multi-year roadmap to guide the platform integration, including adoption planning and a learning and development strategy for customer service agents.
The Outcome
CX — Future-state vision adopted and vendor selected for enterprise deployment
The future-state vision was formally adopted by executive leadership, and a CCaaS vendor was selected for enterprise-wide deployment. The strategy gave the organization a clear, phased path from legacy infrastructure to a modern, AI-enabled service model — with buy-in from every stakeholder group needed to execute.