AI Customer Service Transformation.
AI Customer Service Transformation.
SaaS Startup (Industry: Technology)
SaaS Startup (Industry: Technology)
Why:
The SaaS startup had a high volume of product inquiries and not enough headcount to address them in a timely fashion, negatively impacting customer experience.
What:
Led AI opportunity assessment, solution design, pilot, and deployment of an AI customer-interaction agent that automated high-volume product inquiries and established escalation paths for complex customer issues.
Wow:
Increased customer service capacity by 40% without adding headcount for a SaaS startup.
Prototype:
Why:
A county education office struggled to provide its substitute teachers with the district, school, and student data needed to serve its population.
What:
Led business discovery, data readiness, prototype development, and enterprise rollout of an AI-powered application that transformed fragmented school information into a personalized decision-support experience.
Wow:
Improved the experience of substitute teachers supporting 64,000 students across 40 districts.
Prototype:
Why:
A FinTech startup wanted to implement a low-effort, high-impact AI use case to improve employee productivity.
What:
Identified high-value use cases, selected AI platforms, designed an adoption strategy, and drove organization-wide rollout of AI-powered presentation generation, meeting preparation, and documentation solutions.
Wow:
Saved approximately 2 hours per employee per week.
Prototype:
Why:
Voices.com is a trusted platform for modern voice solutions at scale. With the growing demand for AI voice cloning, Voices.com is building advanced AI voice models that require diverse, high-quality recordings across a range of tones, styles, and accents.
What:
Recorded a variety of scripts & prompts in natural voice to help develop a high-quality AI model exclusively for a global technology company.
Wow:
Partnered with Voices.com to shape the next generation of ethical AI voice technology.
Why:
An increasing global trend and threat to patients is counterfeit drugs entering the supply chain. In response to this threat, countries around the world are now implementing new regulations across the supply chain. In order to comply with these new global regulations, Gilead Sciences was required to update its operational processes, IT systems, and packaging line equipment.
What:
Designed a Change Management strategy to ensure the successful adoption of new processes and IT systems.
Supported the Program Management Office of this multi-million-dollar, multi-year engagement.
Wow:
Led a team to craft a comprehensive Change Management strategy that included executive alignment, stakeholder engagement and communication, training, and change agent network setup.
Designed the program logo, mission statement, and templates to set the program apart from other projects.
Established communication channels like an intranet site, newsletter, common area digital signage, and posters.
Created a Stakeholder Map that included names of over 200 key players whose sponsorship would be critical.
Set up new forums and rolled out Change Agent Network for engaging these key players.
Crafted a training strategy focused on the principles of Lean Learning and Scenario-Based Learning.
Why:
Waters Corporation, a leading provider of lab equipment, supplies, and software for scientists across the world, was embarking on a digital transformation journey. The company wanted to modernize how it provides service to its customers and transition from a legacy CRM to Salesforce Service Cloud.
What:
Performed operational assessment of the existing regional workflows and align them to the future global workflow.
Identified impacts of the transformation on stakeholder groups and operationalize an engagement strategy that includes just-in-time and point-of-need personalized learning experience, power user community, and a robust communication plan.
Wow:
Led a team to standardize omnichannel workflow design, stakeholder alignment, change impact, assessment, communication, and hands-on training to accelerate Salesforce adoption.
Reduced customer issue resolution time by 50%.
Completed CRM transformation for 550+ employees.
Why:
Salesforce desired to introduce a new global selling methodology across all regions, operating units, and segments to optimize sales performance and drive customer value realization. The vision was to create one global common framework.
What:
Provided strategic advice on the value proposition of certain internal processes.
Conducted a process mapping exercise for the various regions and operating units.
Socialized the new processes.
Wow:
Led a team to simplify complex processes, align sales enablement strategy, and deliver scalable training to support long-term adoption.
Enabled a shift in the go-to-market strategy through a focus on customer success, time to value, operational consistency and predictability, and sales productivity and performance.
Boosted customer engagement by 40% at Salesforce by transforming sales operations across 20+ units.
Why:
Palo Alto Networks, a global cybersecurity leader that continually delivers innovation to enable secure digital transformations, identified that their productivity loss and inconsistent performance in upselling and cross-selling of their products were resulting from a learning experience that was not personalized to fit the needs of the individuals.
What:
Conducted an assessment of the current state of the learning experience.
Defined and document key personas, design learning journeys, and deliver a roadmap for the Learning Management System (LMS).
Wow:
Led a team to conduct an in-depth assessment of existing learning experience and interviewed 10+ stakeholders to identify key roles, relevant existing training content, pain points in existing learning experience, related parallel projects, etc.
Defined three key personas critical to the Sales organization, including learning needs and preferred learning methods.
Designed learning journeys for these personas, including competency areas, proficiency levels, relevant training content, etc.
Delivered a roadmap for the LMS, including potential user experience changes, content recommendations, and performance measurement suggestions.
Why:
Aon Human Capital Solutions was preparing for sustained growth driven by digital platforms and expanded offerings. However, fragmented customer support models across Radford and McLagan created operational silos, inconsistent client experiences, and scalability risks. To support future growth, leadership needed a unified, insight-driven Customer Support operating model grounded in the voice of the client.
What:
Designed and led a comprehensive Voice of Client (VoC) strategy to inform enterprise-wide transformation decisions.
Conducted 50+ in-depth client interviews complemented by Qualtrics surveys to capture qualitative and quantitative insights across segments.
Provided program leadership and business analysis to validate current-state customer support processes, identify systemic pain points, and translate client insights into actionable transformation requirements.
Partnered with leadership to shape the transformation roadmap spanning operating model design, digital platforms, data capabilities, and process optimization.
Wow:
Led a cross-functional team of 3 to convert client insights into a future-ready Customer Support and Operations model.
Delivered clear, evidence-based recommendations that aligned customer experience, scalability, and operational efficiency.
Unified customer support strategy across Radford and McLagan, improving business continuity and readiness for scale.
Why:
Wadhwani Foundation's mission is "accelerating job growth and enabling millions to earn a family-sustaining wage and lead a dignified life."
What:
Identified market opportunities in the United States for Wadhwani Foundation's education product.
Refined entrepreneurship products and services.
Wow:
Led a team through business strategy planning, research, and SWOT analysis of the US education market.
Partnered with teams in India to tailor products and services for entrepreneurs at varying stages of their entrepreneurship journey by leading research and focus groups.
Ensured effectiveness in execution of the Foundation's mission by partnering with subject matter experts to develop impact-focused KPI's.
Secured buy-in for the new IT branding and value proposition.
Why:
Workday was embarking on a journey to transform the internal brand of its IT organization. As part of this journey, a set of global technology enhancement initiatives targeted at changing the perception of the CIO’s office was launched.
What:
Provided change management consulting services to Workday’s IT OCM Lead.
Facilitated technology adoption through a Change Agent Network.
Wow:
Utilized Change Management best practices to provide a repeatable set of IT OCM tools and templates.
Conducted Organizational Analysis, identifying 150+ Change Agents best positioned to support the global initiatives.
Defined a strategy to incentivize employees through the adoption curve.
Why:
Our client wanted to have a clear picture of their current Software Development Lifecycle (SDLC). The ask was to analyze and map the entire customer journey that would give Design, Delivery, and Operations leadership insights into pain points, opportunities, and stakeholder involvement.
What:
Identified and surface the “why” a process delivers value to its customers.
Wow:
Conducted Value Stream Mapping sessions with senior leadership from 10+ workstreams to align on the end-to-end current state.
Facilitated process design workshops with each workstream to deep dive into activities that feed into the Customer Value Stream and documented process maps, associated pain points, and opportunities for improvement.
Created a Journey Map infographic providing leaders with a story of the challenges they will embark in the One Team transformation.
Guided enterprise-wide GDPR compliance.
Why:
Europe implemented the General Data Protection Regulation (GDPR) on May 25, 2018, providing fundamental rights to EU Citizens regarding their data privacy. One of the largest independent wealth management firms, Fisher Investments, engaged my team and me to implement a program management office that would organize enterprise-wide compliance efforts for GDPR.
What:
Partnered with the client to develop and implement a program governance structure for enterprise alignment and leadership visibility.
Wow:
Composed a detailed program plan laying out recommended activities given the client’s current organizational structure.
Provided a prioritized approach to address the most pressing compliance needs.
Streamlined business processes and institutionalized program management practices to drive enterprise-wide adoption.