Background As customer expectations evolve and new technologies emerge, businesses are turning to nearshoring digital customer care teams to provide high-quality support while leveraging generative AI (GenAI). While GenAI handles basic tasks, human agents remain crucial for managing complex situations…
Background Point-of-sales performance is a key revenue driver for the retail business of a leading telecoms provider—due to the heterogeneous store portfolio, it is a challenge for the omnichannel analytics team to predict an appropriate revenue potential per shop. Task…
Background A tool manufacturer in southern Germany launched an SAP Transformation Excellence Initiative with the aim of improving the performance and scalability of its systems and reducing the costs of IT operations. Assignment Our assignment included the implementation of SAP…