Results
What changed, with the numbers · 6 articles
Results at a glanceThe headline numbers, with detail where I've written it up.Cutting contact rate with AI and self-serviceAn AI chatbot answered 60% of tier-1 questions and helped defer 4–6 hires.Faster onboarding and a customer academyOnboarding went from 60 to 40 days, and the academy reached 1,000+ learners.Retention and proactive communicationHealth scoring, lifecycle playbooks, and personalized video.Voice of the customer and reportingTurning NPS, surveys, and severity scoring into decisions.Experience work at GazelleLeading CX through 10× growth, including a packaging redesign.
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