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Zameer Baber, Solutions Director and Brian Turner, President & CEO“We invest time in creating frictionless digital experiences for both customers and employees,” says Zameer Baber, Chicago-based solutions director at Point B.
They assist clients in understanding nuanced customer behavior, particularly in a digital environment. While businesses have traditionally divided customer contacts among marketing, sales, and service teams, customers now have higher expectations. They want consistent, tailored experiences throughout the engagement lifecycle, regardless of where the interaction occurs. Point B helps organizations make use of fundamental technological developments to satisfy shifting customer demands. The business’s strategy fills in the gaps while establishing a link, using digitization to generate continuous revenue while lowering customer acquisition and retention costs.
Point B uses three approaches to aid client retention and revenue generation processes. The first strategy is to deploy customer-facing technologies, which focus on customer acquisition and experience to overcome organizational difficulties. The second strategy is using internal technology-based services, including enterprise applications, cloud footprint, and master data, to create incremental insights that can support customers. As customer-facing technology is always changing and should restructure internal technology on a routine basis, the third approach provides customers with business solutions that are customized particularly to their challenges.
The first step Point B takes to arrive at business solutions is establishing a comprehensive digital strategy. This strategy seeks to identify how customer-facing or internal technologies might aid in changing revenue and lowering costs. Helping customers understand new technologies and developing AI-based internal insights are also major elements of the digital strategy. They also provide value-added services like journey mapping, wireframe development, and project management. With a customer-focused approach, Point B solves the issues that arise due to the need for a client’s detailed information, particularly after the pandemic.
One of Point B’s success stories involves a client with aggressive growth plans who was using outdated digital experience-based technologies. Point B identified that the client’s systems were incompatible with their growth strategies and helped them recognize revenue leakage as a factor in improving marketing strategies and customer service.
Another Point B customer relied on off-shore vendors for highly regulated communications services, an arrangement that hampered their sales growth and cost-effectiveness. Point B created an enhancement plan for the customer’s sales and marketing functions, allowing them to invest in a more cost-effective and flexible digital communications channel.
We invest time creating frictionless digital experiences for customers and employees
Point B ensures the assistance they provide to clients is at parity with the standpoint of its employees, creating an employee-customer connection. This customer-focused approach has allowed Point B to establish a global reputation and achieve one of the highest net promoter scores (NPS) among its competitors.
Point B Appoints New C-Level Executives to Accelerate Growth and Transformation
Wednesday, November 22, 2023
Executive Committee brings deep expertise in growth, technology, and delivery excellence
SEATTLE - Point B, announced the appointment of several key executives to leadership roles to accelerate growth, streamline operations, and deepen the company’s technology expertise.
“Today’s market conditions demand that every company be nimble and ready to evolve. The executives in these roles will help Point B transform to serve the needs of our customers better,” says Point B President & CEO Brian Turner. “Each leader in our Executive Committee brings the deep functional expertise we need to continue our relentless focus on providing world-class customer experiences and delivering outcomes that go beyond expectations for the advancement of people, planet, and profit.”
New executives to the company include Patrice Graves as Chief People Officer, David Parker as Chief Financial Officer, and consulting industry veteran Jay Harrison as Chief Growth Officer. In addition, Point B leader Michael Valitchka has been appointed to the newly created role of Chief Delivery Officer, where he will oversee an enhanced delivery organization that matures Point B’s offerings and sustains a world-class NPS score. Key roles to the Executive Committee also include Chris Magill as Chief Legal Officer; EVP Corporate Development and Tim Larson as Executive Vice President, Operations & IT.
“Point B is known for bringing trusted talent to each customer engagement. Patrice’s ability to build a best-in-class employee experience will enable us to provide new and deeper pathways for our people to evolve their skill sets to meet the needs of our customers,” shares Turner.
The company’s transformation includes a keen focus on the role technology plays in helping companies evolve and stay competitive. “Point B is known for delivering exceptional outcomes. Deepening our technology expertise will enable bigger, bolder possibilities for our customers – and fuel our own growth,” says Harrison, whose background includes 30 years of experience in COO and CRO roles in the professional services and software domains.
“We’re in the business of solving problems. That’s at the core of our 28-year history as a consulting firm,” says Valitchka. “As a leadership team, we’re committed to keeping customers our core focus and continuing to provide seamless collaboration that generates impact for their business, stakeholders, employees, and consumers.”
Innovation Insights
Building Technology to Empower the Enterprise
Alex Chang, Solution Director and Alex Shegda, Solution Director, Point B
As we look forward to the next decade, technology leaders will be expected to continue evolving their tech capabilities to automate and enhance the value streams unique to their company and industry – most of which are ignored by these large enterprise platforms.
Company
Point B
Management
Zameer Baber, Solutions Director and Brian Turner, President & CEO
Description
Point B is a global consulting firm solving the world’s most complex business challenges through leading industry expertise and capabilities. Their groundbreaking solutions are steeped in technology and help organizations realize their vision during times of dramatic change
