Building value proposition and sales org for an AI-platform in CX outsourcing

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Client:

Business Process Outsourcing Provider in Customer Experience

Challenge:

The client needed to shift market perception of their brand and increase high-margin sales through a new go-to-market strategy, requiring the creation of an entirely new business unit.

Approach:
  • Applied TRIA’s “agile strategy” methodology to combine strategic planning with immediate implementation
  • Developed new positioning, service offerings, and sales approach in parallel with building operational capabilities
  • Created cross-functional teams combining strategy consultants with the client’s sales and operations professionals
  • Implemented rapid feedback loops to continuously refine the approach based on market response
  • Built iterative improvement cycles into the core operating model of the new business unit
Results:
  • Established a new model for how the client approaches hi-value clients
  • Successfully launched the new business unit as a functioning MVP within just 8 weeks
  • Transitioned to business-as-usual operations after only 4 months, significantly faster than traditional approaches
  • Refined processes, products, and materials through multiple iterations based on real market feedback
  • Demonstrated measurable improvement in margins and client perception
  • Blueprint was subsequently rolled out globally across the organization

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