Umbrex connects our clients to independent management consultants who design customer experiences to meet business goals. Over 90% of our customer experience consultants are alums of McKinsey, Bain, or BCG. The majority also have held industry roles in which they were responsible for managing the customer experience.
Map each step in consumption process from the customer’s perspective
Deliver differentiated and valuable assistance to customers
Test and iterate across channels to reduce customer acquisition cost
Understand and address root causes for customer attrition
For a global beverage company, redefined loyalty program from inception to completion. Increased customer retention and engagement on digital platforms.
Conducted an end-to-end diagnostic of residential lending processes for a private bank, focusing on customer journey. Identified a set of opportunities to improve the customer experience.
For an integrated managed care consortium, led initiative that improved clinical call center service levels by 37% and raised patient satisfaction by 12% within one year.
For a $1.8B multinational hotel company, implemented a 3-year growth and transformation plan based on enhancing customer value. Grew rewards program to 100M+ members globally.
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