Case Study: Using Data-Informed Editorial Strategy to Achieve a Successful Global Rebrand & Increased Lead Quality
Case Study: Amazon Digital Service Transformation
Objective: Using Proactive Anomaly Detection & AI Automation to Achieve $250M Revenue Growth & 900bps CSAT Increase Project Details Project Title: Project Odyssey (Service Scheduling & Execution Transformation) Company Name : Amazon Program: Service Fulfillment Optimization / Customer Experience Enhancement Location: North America (Initial Scope) expanded to EU Role: Senior Manager for Customer Experience Timeframe : 3 Years (Execution) / 5 Years (Roadmap Strategy) Challenge Who : Amazon’s Home Services division, involving both internal operations teams and a network of external third-party service providers. What: The division faced a massive efficiency bottleneck where 50% of all orders resulted in a contact for resolution to customer service. This resulted in a DPMO (Defects Per Million Opportunities) of 500,000, meaning half of all service opportunities had a process defect. Where: Across the entire service fulfillment lifecycle in North America, affecting both cust...