Indigo, a Canadian retail company, faced a significant challenge in mid-2019 when it diversified its delivery network from a single nationwide carrier to an array of both national and regional options. This expansion from one to eight carriers meant that delivery data would now arrive from eight different sources, requiring substantial resources to track. Simultaneously, Indigo aimed to improve the customer experience surrounding order delivery, as research indicated that more than two-thirds of shoppers won't return to a retailer after a bad delivery experience. When they used only a single delivery carrier, Indigo received ‘after the fact’ reporting letting them know a package was delivered, but no indication when a package was stalled or delayed along the way. As Indigo expanded its network of parcel delivery carriers, it became increasingly challenging to get a timely, centralized view of delivery performance and issues across the country at any time, and difficult to establish procedures to proactively address them before a customer called to report an issue.

Jeitto Crédito, a financial services company, was facing a significant challenge in managing the high volume of customer queries. The company was spending an increasing amount of time and resources on human support to handle these queries. Their goal was to reduce this demand by retaining 70% of the service demand through a bot. They aimed to implement a bot with Conversational Artificial Intelligence to optimize time and costs, channeling most of the frequent queries through the virtual assistant, thus freeing human agents for more complex cases.

Teclab, a Higher Technical Institute in Argentina, was facing a significant challenge in bridging the gap between the current education system and the professional world's needs. The institute, known for its innovative approach to education, was struggling to provide a 360°, innovative customer service while improving the student experience and communication. The traditional structures of education were proving to be inflexible and unable to adapt to the changing needs of students and society. The institute was looking for a solution that could offer immediate responses to student inquiries, adapt to their preferred communication channels, and evolve according to societal requirements.

Advania, a leading Nordic IT services firm, identified a unique opportunity in Iceland's high customer service expectations due to the country's high internet usage. With 98% of Icelandic households being online, the demand for efficient online interaction with companies and government institutions was high. However, the high salary costs in Iceland posed a challenge for companies to quickly scale up and down their customer service as needed. Furthermore, despite the country's inclination towards online communication, chatbots and conversational AI were relatively unheard of due to skepticism about AI's ability to handle the complex Icelandic language. This necessitated Advania to partner with a conversational AI vendor whose Natural Language Processing (NLP) took a language-agnostic approach.

Asker kommune, a Norwegian municipality with over 6,500 public sector employees, was in search of a digital solution to facilitate the transition after merging with the Hurum and Røyken districts in 2020. The municipality needed a central repository of information that was both easy to access and use for its employees. The challenge was to provide a platform that could answer a wide range of questions related to the merger and other work-related topics, and to do so in a manner that was clear, consistent, and easily understandable by the employees. The solution also needed to be able to make better use of existing information sources within the municipality and provide a common framework of answers to be shared between municipalities.

Alation, a leader in data intelligence solutions, faced a significant challenge in pipeline generation. Their website, a critical channel for pipeline generation, was attracting a growing number of new visitors each month due to a thoughtful SEO strategy. However, Alation wanted to provide an intuitive user experience and navigation to its visitors and become less reliant on forms. They needed a way to meet visitors at the precise moment when they were seeking more information and accurately identify and route qualified buyers to their dedicated account owners for a real-time conversation. Alation’s global sales development representative (SDR) team, divided into U.S., EMEA, and APAC markets, lacked visibility into website traffic and couldn't determine which regions website visitors were located in, how they were making their way to the website, and to whom they should be routed. This lack of extensive lead-routing capabilities meant that the SDR team couldn’t immediately engage visitors in a conversation, leading to missed potential pipeline opportunities.

IDEX Consulting, a recruitment and business growth consultancy, was looking to transition from a contingent recruiting model to a more innovative version of the retained recruiting model. The company believed that a retained model would allow them to provide a more tailored service to their clients by connecting them with a shorter list of nurtured, high-quality candidates. However, they faced resistance from clients who were accustomed to the traditional payment model where recruiters are paid only after a job is filled. Additionally, IDEX Consulting needed to convince their own consultants about the benefits of the retained model. They needed data to prove that the new model could save their consultants time, increase billings, and have a positive impact on their clients’ businesses.

Amazon Pharmacy was faced with the challenge of managing an incredibly high volume hiring process while maintaining their company value of being customer and candidate obsessed. The workload quickly became unmanageable for their recruiters, and they began looking for ways to create an automated candidate communication system. They needed a system that could handle upwards of 1000 candidates per recruiter, provide scalability and a unique personal touch, increase their response rate with candidates, and keep more applicants in their pipeline longer. The traditional methods of communication, such as phone calls and emails, were slow, outdated, and impersonal, leading to poor response rates and a lack of clear instructions for the applicants.

FI Consulting, a firm known for its robust and complex portfolios, was facing a significant challenge in sourcing the right talent for their various roles. The firm required candidates who were not only technically proficient and analytical but also client-centric in their approach. The challenge was further amplified when a candidate for a critical role rescinded their offer just two days before their start date. This left the talent team in a difficult position, having to restart the sourcing process. The firm was also struggling to fill a role for a proposal writer, a position that had remained vacant for four months. The traditional sourcing methods were proving to be time-consuming and inefficient, often failing to deliver the depth and quality of candidates required by the firm.

First Entertainment Credit Union, a leading financial resource for members of the entertainment community, was facing a significant challenge in sourcing talent for specific niches. The credit union, which manages over $1.5 billion in assets and serves over 83,000 members, was struggling to find candidates with experience in specific technologies used by small banks and credit unions. The job market was tight, especially for technical or senior-level roles, and the Talent Acquisition Partner, Matthew Vandegrift, was the only professional handling these tasks. He was looking for a solution that would help him find more qualified candidates without having to spend a lot of time sourcing. The challenge was to find a software that could widen the net and help him find more qualified candidates.

Fuzu, a Helsinki-based company, provides job opportunities, career advice, and new skills to young East African professionals. The company faced a challenge in streamlining its user onboarding experience and boosting engagement through personalized recommendations. The onboarding process was cumbersome due to the need to obtain considerable amounts of information from new users. Additionally, Fuzu wanted to leverage the data from pre-written resumes, cover letters, and diplomas available in the form of text documents to facilitate the onboarding process. The company also aimed to keep users engaged with personalized offers and recommendations. However, the question was how to leverage the data and system to provide additional benefits to the customers.

Car Loans Canada, a leading online automotive financing company, was facing the challenge of generating high-quality loan applicants in a cost-efficient manner. The company was seeking an effective ad objective that would not only raise brand awareness but also reduce the cost to acquire leads. The traditional method of acquiring leads through website forms was not yielding the desired results, with conversion rates hovering between 5-8%. The company was also grappling with a high cost per applicant (CPA) of $45 on average. The challenge was to find a solution that would streamline the application process, increase conversion rates, and reduce the CPA.

Lincoln Davies Building Supply, a family-owned business for over 145 years, was facing the challenge of offloading customer support for their small brick-and-mortar business. The company, which has evolved into one of the finest building supply companies in Central New York, was looking for ways to incentivize customer loyalty. They wanted to make their website work harder for the business by helping customers and potential customers find the products they need faster and support sales goals. The company was also looking for a solution to reduce the time spent on answering frequently asked questions.

Customers.ai Inc, a chatbot marketing software platform, was facing a significant challenge in broadening its reach and decreasing the cost of lead acquisition. The company was using Facebook ads that directed users to their website, a strategy that was proving to be expensive and inefficient. The cost per click for these ads was between $3 to $5, and with a typical website traffic conversion rate of 2%, the cost per lead acquisition was a staggering $150 to $250 each. This high cost was a significant barrier to the company's goal of increasing awareness of its Facebook ad tools and bot marketing platform among potential new users.

Summit Academy OIC, a tuition-free accredited vocational school in North Minneapolis, was seeking a cost-effective method to generate high-quality potential students and increase enrollments to its programs. The school had been running campaigns on various advertising channels including terrestrial radio, cable TV, digital TV, and Facebook Ads, with Facebook Ads being the most effective. However, these campaigns only led people to the website where only an average of 4% of visitors completed an application to attend an information session. The school wanted to increase this number and believed that more engaged and educated prospective students would be more likely to apply to info sessions and eventually enroll.

Aviator Gear, a company that designs, manufactures, and supplies custom gear to military units, training classes, and aerospace defense companies, was looking for innovative ways to increase sales and improve customer support. They had tested out Messenger Marketing and saw some initial success with it. However, they wanted to drastically increase the use of this new and innovative marketing channel. The challenge was to engage with their users in previously unheard of ways and build their community of aviation fans. To achieve this, they partnered with MuteSix, a premier Shopify Plus agency that provides companies with a highly effective customer acquisition service.

Beekeeper's Naturals, a company dedicated to sharing the benefits of propolis with North America, was seeking innovative ways to engage with their users and convert them into paying customers. They had been working with MuteSix, a premier Facebook advertising agency, and Octane AI, but were looking for new ways to leverage these partnerships to improve their advertising performance. The challenge was to find a new and innovative advertising channel that could help them engage with new and past website visitors who didn't make a purchase, and convert them into paying customers.

Buckle Me Baby Coats, a company that designs children's coats for car seats, faced a significant challenge with high return and exchange rates. The company's founder, Dahlia Rizk, identified two main issues contributing to this problem. The first was the inconsistency in sizes across different coat lines, which confused customers and led to a high number of returns. The second issue was the lack of a tool to educate customers about the correct coat size to purchase, leading to frequent exchanges. The seasonality of the winter coats business also posed a challenge, as it created fluctuations in demand and return rates.