Success Stories
Outlighten expert advisors consult with large Fortune 500 to small venture capital companies. Below are some examples of our consulting success with top companies and clients that have brought increased sales, growth in brand market leadership and increases in customer experience excellence to hypergrowth-oriented companies.
#1 Gartner Contact Center as a Service Company
Consulted on Building of the First Retail Industry Customer Vertical
Genesys was seeking to grow sales and leadership in the retail industry. The consulting on this project began by the recommended formation of a cross-functional retail industry team consisting of retail industry experts, sales leadership, product strategy, marketing, solutions experts, architects, and value realization analysts. Led the team in development of a growth strategy and plan for the retail vertical. Conducted retail industry analysis, developed retail use cases, created the first client journey mapping process, developed new sales development promotional materials and trained sales on retail industry best practices and benchmarks. View Retail Video
Consulting Value: The building of a new retail vertical for Genesys grew sales from $67M in year 1 to $100M in year 2.
Testimonial
“Lisa is a passionate skilled and hard working business consultant. She works across the organization with ease, and challenges her teams to step outside their comfort zones to do what is best for customers.”
Camille Popplewell - NCR
Senior Partner, Retail Hospitality Consulting
Linkedin
#2 Global Ranked Biopharmaceutical Company
Consulted on Cloud SaaS Digital Transformation of the Contact Center
This global leader in biopharmaceuticals and medical devices wanted to transform how customers and agents were enabled to interact with its sales and service teams via digital channels. A consult was conducted to discuss current service and sales team processes and to map technology gaps. A customer journey analysis was conducted and observation of customer service calls with agents conducted. In partnership with the client leadership, technology improvement use cases were identified and prioritized. A presentation of findings, digital transformation roadmap and digital transformation solution was delivered to the leadership team which were adopted and implemented.
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Consulting Value: Improved contact center channel capabilities and increased both customer and agent satisfaction by implementing a SaaS Cloud Contact Center Platform. Enabled increased customer and agent satisfaction through integrated voice bots, digital proactive chat bots, personalized notification via SMS and improved workforce automation for agents,
Testimonial
“Lisa is a highly committed professional and I recommend her skills to consult with business leaders, conduct customer journey analysis, develop ROI models and run successful QBRs that led to customer sales growth and retention.”
Sergio Coretti - Zendesk
Go-to-Market Strategy Leader
Linkedin
Global Biorepository Venture Capital Market Leader
Consulted on Virtual Digital Innovation to Grow Sales & Brand Leadership
A global venture capital company funded sample management biorepository was in early Series B funding and needed a way to bring its cutting edge facilities, processes and technologies to customers in a cost-effective and differentiated way. A new virtual live tour, webinar series and PR was put into action. The company scientists provided walk-through guided tours in a live format to showcase facility capabilities, dialogue with customers and answer questions. This was an industry-first approach which resulted in many group and private tour sessions. The innovative technology process also was used to provide virtual quality audits to the FDA. View Virtual Tour
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Consulting Value: By providing digital marketing consulting, the company was able to grow sales from $20M to $60M and to be successfully acquired by Brooks Life Sciences in sales
Testimonial