Toptal consultants help global research leader pivot Customer 360 transformation to in-house team.
The client needed to unify its customer experience across different organizational units and train an in-house team to facilitate its transformation strategy.
Client
A global research and advisory company delivering insights, data, and consulting for business and technology leaders.
Employees
Industry
ResearchDelivered Services
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The firm had initiated a Customer 360 strategy across its business units with a third-party provider but wanted to pivot to an in-house transformation team to reduce costs and improve flexibility. To achieve this, the client had to execute Agile methodology and needed support with coaching and training executive leadership and management teams.
Solution
Agile coaches with 40+ years of experience
Toptal introduced three Agile Coaching experts with more than 40 years of combined experience to lead the training. The Toptal team conducted a holistic discovery, including team surveys, 30 leadership interviews, and 99 hours of shadowing. They uncovered primary problems, easy wins, and the highest-value opportunities to improve.
13 weeks of training
Toptal identified 29 core focus areas, executing a 13-week training and coaching process to help the client implement Agile methods for portfolios, programs, and teams. Through role-specific training sessions, 21+ one-on-one coaching sessions, and 18 workshops, they worked to improve communication and attain true Agile alignment.
Outcome
50% savings, limitless potential
By training its own transformation team, the client was able to eliminate its third-party reliance and reduce estimated expenses by half. Working in-house also has increased control and flexibility for organizational decisions.
Elevated customer experience
The client’s transformation team has an in-depth roadmap to facilitate an organisation wide Customer 360 strategy. Implementation will break down silos, bolster cross-functional communication, and ultimately provide a seamless customer experience.
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