CASE STUDY 01
Enterprise Digital Transformation and CX Portfolio
PROGRAMME MANAGER · 24 MONTHS · USD 20M · COMPLETED
Led a comprehensive portfolio of 22 strategic projects transforming the digital and customer experience landscape for a tier-1 telecom operator.
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Key Responsibilities
- Established PMO governance and cadence across 22 concurrent workstreams.
- Managed vendor relationships and procurement lifecycles for major technology partners.
- Aligned cross-functional business units (Marketing, IT, Operations) to strategic objectives.
Outcomes
- Successfully launched unified digital channels handling 2M+ active users.
- Reduced customer onboarding time by 40% through automated digital journeys.
TAGS: CRM, Omnichannel
CASE STUDY 02
AI-Enabled Customer Insights Management Platform
PROGRAMME LEAD · 18 MONTHS · USD 5M · COMPLETED
Directed the implementation of an AI-driven analytics platform serving 500+ enterprise users, enabling predictive customer insights.
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Key Responsibilities
- Led the architecture validation and vendor selection for the core AI engine.
- Drove user adoption strategies and change management across enterprise teams.
Outcomes
- Enabled real-time churn prediction models leading to a 15% reduction in churn.
- Onboarded 500+ users with high adoption rates within the first 6 months.
TAGS: AI & Analytics
CASE STUDY 03
Enterprise Omnichannel Programme
PROGRAMME MANAGER · 12 MONTHS · USD 8M · COMPLETED
Orchestrated the deployment of a unified contact centre and digital omnichannel solution, streamlining customer interactions.
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Key Responsibilities
- Managed end-to-end delivery of contact centre modernisation.
- Integrated legacy systems into a unified agent workspace.
Outcomes
- Reduced Average Handling Time (AHT) by 25%.
- Increased First Contact Resolution (FCR) by 18%.
TAGS: Omnichannel, CRM
CASE STUDY 04
Unified Marketing Automation System
PROJECT MANAGER · 9 MONTHS · USD 2M · COMPLETED
Implemented a centralised marketing automation platform to execute contextual, real-time campaigns across digital and traditional channels.
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Key Responsibilities
- Oversaw platform configuration, data integration, and user training.
- Aligned marketing strategy with technical execution capabilities.
Outcomes
- Increased campaign conversion rates by 30%.
- Enabled hyper-personalised communications to over 5M subscribers.
TAGS: Marketing Automation
CASE STUDY 05
Voice of Customer Programme
LEAD CONSULTANT · 6 MONTHS · USD 1.5M · COMPLETED
Designed and deployed an enterprise-wide VoC platform capturing real-time feedback across 15+ customer journeys.
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Key Responsibilities
- Mapped critical customer journeys and identified survey touchpoints.
- Integrated VoC feedback loops into operational KPIs.
Outcomes
- Established a baseline tNPS metric visible at the executive level.
- Identified systemic CX failures leading to 5 process reengineering initiatives.
TAGS: VoC
CASE STUDY 06
Voice of Employee Programme
LEAD CONSULTANT · 4 MONTHS · USD 800K · COMPLETED
Rolled out a comprehensive employee engagement and feedback platform to align internal culture with external CX goals.
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Key Responsibilities
- Developed eNPS tracking mechanisms integrated with HR systems.
- Facilitated leadership workshops to act on employee insights.
Outcomes
- Improved employee engagement scores by 12% in the first year.
TAGS: VoC
CASE STUDY 07
CRM 360+: Customer Experience Enhancement
PROGRAMME MANAGER · 14 MONTHS · USD 4M · COMPLETED
Upgraded legacy CRM systems to provide a unified 360-degree view of the customer for all frontline staff.
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Key Responsibilities
- Managed complex data migrations from disjointed legacy databases.
- Ensured seamless rollout across 50+ retail branches and contact centres.
Outcomes
- Reduced customer data retrieval time from 4 minutes to under 10 seconds.
TAGS: CRM
CASE STUDY 08
CRM Transformation: Enterprise Programme
PROGRAMME MANAGER · 18 MONTHS · USD 12M · COMPLETED
A ground-up CRM transformation for a major enterprise client replacing 15 disparate systems with a single platform.
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Key Responsibilities
- Directed a team of 40+ technical and business analysts.
- Implemented rigorous change management protocols to handle business resistance.
Outcomes
- Successfully decommissioned 12 legacy systems, saving USD 1.5M in annual licensing.
TAGS: CRM
CASE STUDY 09
B2B Customer Value Management
PROJECT LEAD · 8 MONTHS · USD 2.5M · COMPLETED
Established a B2B CVM framework using automated tools to manage enterprise accounts effectively.
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Key Responsibilities
- Integrated B2B sales pipelines with delivery systems.
Outcomes
- Increased B2B upsell revenue by 20% within 6 months of launch.
TAGS: Marketing Automation
CASE STUDY 10
Digital Product Portfolio
PORTFOLIO MANAGER · ONGOING · USD 5M+ · ACTIVE
Continuous management of a suite of digital self-service applications serving millions of consumers.
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Key Responsibilities
- Prioritising product backlogs based on business value and user research.
- Managing agile release trains.
Outcomes
- Consistent 4.5+ star ratings on app stores.
- 50% shift from physical to digital transactions.
TAGS: Digital Products