Back in 2008, a major North American financial services firm was experiencing a lot of unplanned overtime, which led to high turnover, which led to more unplanned overtime. The market was going all sorts of ways they couldn’t predict, and they found themselves in a reactive versus a proactive state.
Unfortunately, their inability to operate effectively was also impacting their customer experience—as evidenced by a higher number of customer escalations than they had previously.
So, they....