Amazon
Customer experience management at one of the most customer-centric companies in the world.
The Challenge
Amazon operates at global scale with millions of daily customer interactions. Regional teams lacked standardized benchmarks, creating inconsistencies in service quality. Resolution times varied drastically across markets and operational costs grew faster than contact volume — without a proportional improvement in CSAT.
Our Solution
Design and implementation of CX operations frameworks that established standardized service benchmarks across all markets. Creation of operational playbooks with optimized resolution flows, implementation of unified performance metrics, and regionalized training programs that enabled scaling without sacrificing quality.
The Result
40% improvement in CSAT through standardized operational benchmarks adopted across regional teams. 25% reduction in per-contact operational costs, 35% improvement in first-resolution times, and establishment of frameworks that scaled across multiple markets simultaneously.