Complication: Onboarding slow; success tracked by features, not outcomes.

Actions: Designed Time‑to‑Value strategy with persona milestones, mapping, analytics, and AI validation; set a 90‑day pilot and governance.

Results: +15% activation and +10% early retention; longer‑term aim to lift NRR above a 105% baseline.

Complication: Sales processes including Q2C were manual and error‑prone after acquisition.

Actions: Redesigned the process with guided selling and aligned CRM/CPQ and billing.

Results: Time‑to‑quote reduced ~30% with cleaner cross‑region handoffs.

Complication: Lead generation was disjointed and ROI unclear.

Actions: Built a Salesforce‑based operating model, roadmap, and enablement program.

Results: Marketing ROI improved ~15% across North America.

Complication: Global marketing operations were slow and inconsistent.

Actions: Simplified journeys, automated workflows, and standardized processes across regions.

Results: Campaign build time down ~20% and engagement up ~15%.

Complication: Renewal lag and generic messaging.

Actions: Data‑driven journeys and compliance‑aligned personalization at scale.

Results: Renewal rate up ~18%; NPS improved across channels.

Complication: Fragmented journeys and CRM slowed relationship teams.

Actions: Reimagined CX and CRM with segment dashboards and outcome‑based KPIs.

Results: Churn decreased and case resolution sped up; cross‑sell improved.

Complication: Functional transformation faced risk of low adoption of new technology.

Actions: Stakeholder mapping, change network, tailored training, and readiness tracking.

Results: Adoption reached >85% in ~3 months; manual reporting down ~40%.

Complication: Content operations were slow under strict quality controls.

Actions: Reworked tech and operating model; automated publication flows.

Results: Speed‑to‑market improved up to ~35%.

Complication: Fragmented digital capabilities across underwriting, claims, and portals.

Actions: Authored a cross‑domain digital roadmap and sequencing with controls.

Results: Savings of ~$13M with a clear execution path.