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Vaccination Service success during COVID-19
Challenge: Short-term deployment of a corona vaccination campaign. • corona pandemic with a rapidly evolving incidence and death toll, as well as massive negative economic impact of pandemic containment measures…
The benefits of BPO – a case study
European retailer wanted to analyse the existing customer service to improve the efficiency and effectiveness. As a result the operating model for customer service was adapted and business process outsourcing…
Customer service health check delivers end-to-end improvement
German fintech wanted to create a new product and redesigned their entire operating model. Junokai performed a health check to analyze the AS IS State of the customer service activities.
Future Proof RPA Solution and X-Functional Center of Excellence
Robotic Process Automation (RPA) was identified by the company as a major potential lever for automation and cost saving within customer service. These effects were expected not only in agent…
Conversational AI drives 20% operational efficiency improvement for leading telecom
The Egyptian Telecom is subsidiary of a global telecom and set out to align its digital transformation efforts with the rest of the global organization’s products and service. It set…
Top 3 Saudi Bank Uses Customer Feedback Management to Improve Service
Acquiring a new customer can cost 5 times more than retaining the existing one. Therefore, it is so important to maintain good customer experience and gather and analyze customer feedback…
Lenovo: Standing out from the crowd on Time Square!
In an infoxicated world, where urban citizens are exposed to more than 40 thousand pieces of content per day, including +12k advertising messages, the big question is how to stand…
Coca-Cola: Billboard Houses… the Billboards that Became Shelters
In April 2016, a 7.8 magnitude earthquake struck in the coasts of Ecuador, destroying thousands of buildings, severely damaging the infrastructure of many cities, killing hundreds and leaving thousands of…
Grupo Bimbo: The Connection Center (CC), a Digital Transformation and Innovation Asset
To navigate towards the future of business you must prepare the digital, technological, methodological, and operational assets of your organization. During a thorough diagnose stage we discovered seven main problems…
WOM: Let’s Call the Firing Squad and Roast Our Brand Manager on Live Tv
Allegedly for brands there’s nothing more important than customers’ opinions, right? Unless you’re complaining publicly, after the frustration of trying to solve an issue through their formally established and bureaucratic…
Lenovo: Leading the Digital Transformation of a Technology Giant
Leading the digital transformation of a technology giant Lenovo is an acronym for “Le” and “novo”, i.e. “New Legend”. Since its founding, it has aspired to be the largest computer…
Coca-Cola: The Consumer Interaction Center (CIC) is a high-performance one-to-one communication platform
Our global challenge is to achieve the omnichannel integration of content through the integration of the channels. Go beyond the consumer contact, designing true interaction experiences with the brand’s stakeholders.