1. CX Transformation Strategy Design

· Comprehensive CX Maturity & Capability Assessment

In-depth evaluation of current-state operations, channel performance, and service models, enriched with SWOT diagnostics.

· Strategic Prioritization Aligned with Business Objectives & Voice of Customer

Identifying and sequencing high-impact opportunities rooted in enterprise goals, VOC analytics, and customer journey pain points.

· Definition of CX North Stars & Service Vision

Crafting a clear, inspirational service vision that aligns leadership, culture, and delivery models for long-term differentiation.

· Transformation Roadmap with Milestone-Based Execution Plan

End-to-end roadmap integrating quick wins and systemic changes, with actionable timelines and resource alignment.

· Program Design Anchored in OKRs for Measurable Impact

Architecting initiatives with defined outcomes, success metrics, and short-to-mid-term OKRs to drive accountability and momentum.

2. Operational Excellence AND Delivery Optimization

· KPI Architecture & SLA Design Aligned to Strategic Business Outcomes
Structuring performance metrics that cascade from enterprise objectives, driving accountability and measurable service impact.

· Voice of Customer Ecosystem Integration
Designing or enhancing end-to-end VOC systems including NPS, CSAT, CES, Mystery Audits, and AI-driven Sentiment Analysis to capture actionable insights.

· Root Cause Diagnostics & Service Recovery Models
Implementing advanced RCA methodologies and closed-loop recovery frameworks to reduce friction and restore customer confidence.

· Efficiency Optimization Across Key Contact Center Metrics
Driving improvements in AHT, FCR, and cost-to-serve through intelligent process redesign and automation levers.

· Design of Performance Dashboards & Executive CX Reporting
Deploying live analytics platforms and C-suite-ready reporting to enable data-driven decisions and operational agility.

3. Contact Center Strategy & Smart Outsourcing

· Holistic CX & Contact Center Diagnostics
Conduct comprehensive maturity assessments to benchmark current-state capabilities and identify transformational opportunities across people, process, and technology.

· Greenfield Design & Strategic Transformation
Architect future-ready contact center models—whether building from the ground up or driving enterprise-scale transformation initiatives.

· Client-Side Sourcing Advisory
Lead end-to-end RFP strategy and execution, from requirements definition and vendor evaluation to selection, ensuring alignment with business and CX objectives.

· Vendor-Side RFP Response Strategy & Migration Management
Support BPOs with winning RFP responses, solution differentiation, CX consulting value-add, and leading complex migrations, consolidations and stakeholder management.

· Contract Structuring & Governance Framework
Define robust, scalable commercial models and governance frameworks that drive accountability, transparency, and long-term value.

· Global Delivery Strategy & Execution
Develop and execute right-fit sourcing models—outsourcing, offshoring, or insourcing—based on cost, quality, risk, organization goals, and customer expectations.

· Transition Management & Migration Quality Assurance
Ensure frictionless transitions through structured tollgate-based planning, operational readiness assessments, and risk mitigation protocols.

4. AI-Powered Customer Experience Transformation

· Customer Care AI Strategy Anchored in Business Needs
Assess and prioritize AI and GenAI use cases based on strategic alignment, customer impact, and clear ROI—ensuring focus on real business needs, not technology for its own sake. This critical step prevents over-engineering by identifying where AI truly adds value versus where simpler solutions suffice.

· Solution Blueprinting & Partner Ecosystem Management
Develop end-to-end solution architectures, conduct vendor evaluations, and support contract negotiations to ensure scalable, future-proof technology investments.

· Cross-Functional Pilot Design & Execution
Lead collaborative design and implementation of AI/GenAI pilots with IT and operations teams—validating use cases before scaling.

· Customer-Facing Deployment & Performance Evaluation
Manage seamless rollouts with effective change communication, frontline enablement, and continuous impact measurement to ensure adoption and business value.

5. Customer Care Driven Revenue Growth & Monetization

· Unlocking Revenue from Service Interactions
Transform inbound customer care into a revenue-generating channel by embedding sales enablement within service journeys without being intrusive.

· Strategic Outbound Engagement Programs
Design and execute high-impact outbound campaigns through the contact center—targeting upsell, cross-sell, and reactivation opportunities.

· Retention & Monetization Powered by Analytics
Develop data-driven frameworks to improve customer lifetime value through personalized retention, win-back of lost customers, and monetization strategies within care environments.

6. CX Leadership Enablement & Culture Transformation

· Fractional CXO Leadership for Stability & Momentum
Step in as an interim or fractional CXO to provide strategic continuity, operational oversight, and CX leadership during critical transitions.

· Executive Coaching & Talent Acceleration
Coach CX leaders and high-potential talent to elevate strategic thinking, influence, and customer-centric decision-making.

· Building High-Performance, Customer-Obsessed Cultures
Design and embed service cultures rooted in accountability, empathy, and continuous improvement—driving engagement and results at scale and on a sustained basis.