Case Studies

Featured CX

Simplifying License Purchases to Reduce Support Overload

LightBurn Software, a market-leading laser cutting and engraving software company, partnered with our customer experience consulting firm to address challenges...

edit Diana Sonis

event 02/24/2025

pace 4 mins

CX

Developing A Company-Wide CX Mindset – Without a CX Team

Veterans First is a financial services company that specializes in providing mortgages to active and retired U.S. military personnel. The...

edit Lis Hubert

event 02/17/2025

pace 4 mins

Business Strategy

Prepping for Future Success with Follow-Up Support

As anyone who’s been involved in business process optimization and digital transformation knows, projects rarely end with a simple handoff...

edit Lis Hubert

event 12/01/2022

pace 4 mins

CX

Reducing Costs by Optimizing Dealer Services & Wholesale Processes

In an earlier project, we labeled and prioritized gaps in our client’s Dealer Services experience, including the wholesaler return process....

edit Lis Hubert

event 11/23/2022

pace 4 mins

Business Strategy

Unearthing Insights for a Better Dealer Services Experience

Next, our focus shifted from consumers to Dealer Services – specifically, to the wholesale purchasers’ user experience. Our client wanted...

edit Lis Hubert

event 11/17/2022

pace 4 mins

UX

Improving the User Experience by Streamlining Consumer Repairs and Warranty

This project was a continuation of our earlier work on the client’s direct-to-consumer website. The client wanted to continue improving...

edit Lis Hubert

event 11/17/2022

pace 4 mins

CX

Enhancing the Online Experience with a Simpler Post-Purchase Path

The next part of our collaboration focused on the online consumer’s post-purchase experience. The client’s goal was to create more...

edit Lis Hubert

event 11/04/2022

pace 4 mins

CX

Fostering Brand Loyalty by Reimagining the In-Store Experience

First up, we were asked to revamp the client’s retail and wholesale packaging experience. They wanted to eliminate friction in...

edit Lis Hubert

event 11/04/2022

pace 4 mins

CX

A Roadmap for Omnichannel Transformation Using Near Term Strategy

Project planning and facilitation Requirements definition and analysis Consumer experience analysis and gap definition Near Term Strategy: improvement discovery, gap...

edit Lis Hubert

event 09/02/2022

pace 4 mins

CX