Customer Engagement Transformation

Explore our Customer Engagement Transformation services.

Creating a better customer experience wherever, whenever, and however.

As customer behaviors and demographics change, your approach to engaging them has to follow their journey. With equal parts vision and technology, we can help advance your customer experience to reflect a more human-centric encounter and enable your operations to move toward outcome-based commercials.

Get the skills, guidance, and resources you need to make a big difference in your contact center operations that can lead to a big difference in the quality of your customer experience.
Achieve demonstrated improvements in business performance, service delivery, and customer and employee satisfaction. Transform your contact center with a change in mindset, leadership commitment, and organizational alignment.
Make it fast and easy for customers to collaborate with live agents when needed—and to escalate emergencies without delay.

Results you can measure.

$0m

Cost savings from a complete customer experience redesign for a global retailer

0%

Reduction in year-over-year contact minutes for a consumer manufacturer

0%

Improvement in customer satisfaction ratings for a large provider

RESOURCE CENTER

Case Studies

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Mobility For a Global Energy Giant

Following an extended period of consulting to AIFS, working closely with the internal team and gaining a deep understand

Automotive & Manufacturing

A Homeland Security Agency

Following an extended period of consulting to AIFS, working closely with the internal team and gaining a deep understand

Government Solutions

White Papers

Conscious Consumerism: A Kenyan Story

Blog

Conscious consumerism is a lifestyle that ensures that your ...

Baby’s Eczema: The Role of Maternal Nutrition and Remedies

Blog

Eczema, also known as atopic dermatitis (AD) is a common ski...

Acne: A case for Probiotics in Skincare

March 4, 2022

Acne is a condition where the skin's oil glands become clogged, forming spots, pimples, blackheads, whiteheads, and sometimes cysts (Brazier, 2017).&n...

A Kenyan Lupus Warrior’s Story

May 20, 2020

Pendo: Hello Imani, how are you? Are we still meeting tomorrow?Imani: I am not really sure Pendo. Still not feeling Ok. I have not felt 100% since we ...

Testimonials

I like working at GLB because I get to sell the best software in the industry and I work with best / brightest / most fun team of people I’ve ever worked with.

Adam Epstein

CEO / Director - American National University

We selected GLB because they understand operating requirements in the healthcare sector. They bring a winning combination of experience and commitment to excellence.

Mrs. Sherena

Corporate communications Executive

We has been working with GLB for 12 months and in that time they have demonstrated an unwavering desire and capability to deliver.

Mike Guardalabene

Group CEO - Celebi Aviation Holding

Our Approach

1. Iterate Design

We always start with people. Business is driven by human behavior. And we take a human-centered design approach to drive business results. Through observation, learning, and immersive research we are able to roadmap solutions that work for our clients and their customers.
2. Validate Develop

This is where we bring the design vision to life—uncovering and alleviating stumbling blocks that could interfere with successful implementation. Our 360-degree focus on customers and tech-agnostic approach allow us to develop flexible solutions that scale with business needs.
3. Optimize Deliver

Our global operation model and thousands of employees in 10 countries allow us to implement best practices and meet clients’ needs practically everywhere. From implementation to analysis, we go beyond solution launch to seek out continuous improvement for our clients—and ourselves.