In the News

March 31, 2025

What Really ROX

Sujay Saha discusses the concept of ROX, emphasizing the importance of enhancing experiences for customers, employees, and leaders to drive business success by building loyalty and sustaining growth.

March 11, 2025

Retail store policy changes require strategy, communication, associate understanding

RetailCustomerExperience.com reached out to Sujay Saha, founder and president of Cortico-X, to understand the importance of involving employees in policy changes, ensuring communication, understanding, and consistent enforcement.

March 6, 2025

How the federal government’s RTO may affect corporate America

Private-sector companies may be influenced by the Federal Government to adopt similar RTO policies, potentially abandoning flexible work arrangements and impacting employee satisfaction and loyalty.

February 28, 2025

Asking employees to come back to the office like the old days is the same as trying to ‘jam the toothpaste back in the tube,’ workforce strategist says

Forcing employees to return to traditional office settings can lead to resistance and decreased motivation. Considering flexible work arrangements can help maintain employee satisfaction and productivity.

February 28, 2025

RTO roadblocks continue plaguing companies. Workplace experts share what they can do better.

The need to recognize the shift toward flexible work and adopting hybrid models can lead to better results for companies. Jennifer Moss, workplace strategist, emphasizes the benefits of remote work.
February 6, 2025
,
BAI Banking Strategies
AI helps banking salvage speed and safety in fraud fight
AI is transforming how the banking industry prevents fraud. This article explores how banks can enhance efficiency and customer satisfaction by leveraging AI without compromising transaction speed.
February 5, 2025
,
The Financial Brand
Agentic AI: The Next Big Innovation for Banks?
Bank operations will be significantly altered by Agentic AI. Poised to revolutionize the industry, it will replace human tasks, boost efficiency, and transform operations across the global financial industry.
January 29, 2025
,
Yahoo Finance
Taylor Swift and the employee appreciation era
Taylor Swift’s act of appreciation towards her employees serves as an example of how acknowledging employees’ efforts in meaningful ways can impact workplace motivation and loyalty.
January 28, 2025
,
Martech
Voice agents will change how you think about your brand and your website
Len Devanna, VP of Customer Experience at Cortico-X, delves into how the future of customer experience is shifting focus—from what customers see to what they hear.
January 19, 2025
,
Martech
The marketing community reacts, as the clock runs out on TikTok (for now)
While TikTok’s absence disrupts current marketing dynamics, it also presents opportunities for innovation and adaptation in the digital marketing landscape.
January 14, 2025
,
WorkLife
HR toolkit: supporting staff through LA fires and other future disasters
During crises like the Los Angeles fires or any other disaster with long-term impacts, support and flexibility are key to helping employees navigate the aftermath of these situations.
December 18, 2024
,
Forbes
Council Post: Why 2025 Is The Year Of Experience Activism
Business leaders have the chance to make 2025 a year of hope and action. By driving this movement, they have a key role in advocating for proactive engagement in creating positive experiences that foster meaningful change.
November 15, 2024
,
Forbes Online
Council Post: The Why, What, And How Of Customer Experience As A Strategic Imperative For Growth
Discover the importance of adopting a people-centric approach to business decisions to enhance customer experience in this Forbes article.
November 13, 2024
,
Forbes
Council Post: 20 Ways Healthcare Businesses Can Improve The Patient Experience
Explore the many ways healthcare businesses can improve the patient experience and the strategies to build stronger relationships with patients, elevating overall healthcare quality.
October 8, 2024
,
Quirk's Marketing
Customer loyalty in crisis: How brands can elevate care and retain customer trust
Loyalty challenges can threaten or benefit brands. Using customer data helps predict issues, build response plans, and stay aligned with evolving expectations and key frustrations.
August 11, 2024
,
CMSWire
The CrowdStrike Outage: When CX Isn’t a Priority
In "The CrowdStrike Outage: When CX Isn’t a Priority", Scott Clark examines how a massive tech failure and poor crisis communication exposed serious flaws in customer experience strategy.

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GET IN TOUCH

Industrial manufacturing company embarks on digital reinvention

Problem
A leading manufacturing company identified an opportunity to leverage the data collected by its products to provide new value to its customers. The company engaged Cortico-X to create a digital services strategy, define the operating model and identify emerging technologies to power the platform.
Solution
The manufacturing company’s new data platform will share insights with clients on potential issues that could disrupt business operations. For example, a client may receive an alert that a piece of equipment requires maintenance, providing time to fix the issue before the equipment breaks down. The platform will also integrate third-party data related to weather, shipping times and supply chain disruptions, helping clients to determine the optimal times to take equipment offline for maintenance.
Result
By prioritizing the business goals, Cortico-X identified several technologies and processes that will help the manufacturer evolve from a product-based company to a data service company, including generative AI design and chaos engineering. With its new data and services platform, the company will continue to grow its business in the digital era.

Industrial manufacturing company embarks on digital reinvention

Problem
A leading manufacturing company identified an opportunity to leverage the data collected by its products to provide new value to its customers. The company engaged Cortico-X to create a digital services strategy, define the operating model and identify emerging technologies to power the platform.
Solution
The manufacturing company’s new data platform will share insights with clients on potential issues that could disrupt business operations. For example, a client may receive an alert that a piece of equipment requires maintenance, providing time to fix the issue before the equipment breaks down. The platform will also integrate third-party data related to weather, shipping times and supply chain disruptions, helping clients to determine the optimal times to take equipment offline for maintenance.
Result
By prioritizing the business goals, Cortico-X identified several technologies and processes that will help the manufacturer evolve from a product-based company to a data service company, including generative AI design and chaos engineering. With its new data and services platform, the company will continue to grow its business in the digital era.

Sports league breaks down barriers between digital and physical experiences

Problem
A premier sports league sought to answer a big question: how do we attract the next generation of fans and engage them in the sport? To find the answer, the league turned to Cortico-X to create a new fan platform that would break down boundaries between physical and digital experiences. The league aimed to turn games into interactive experiences that bring together fans at home and in the stadium.
Solution
Through the new platform, fans will be able to play along with games as they happen. They will take the role of team coach in a simulation, seeing if they can beat the coach on the field by making different decisions, like swapping in new players. Powered by advanced technologies like artificial intelligence and digital twins, the platform will allow fans to engage with and compete against each other. Soft LED touchscreens and concave screens will bring the virtual game into the stadium, enhancing the immersive experience.
Result
The league anticipates that the new platform will help to engage younger fans and break down geographic barriers—while providing the tech foundation to be ready to jump into the metaverse.

Sports league breaks down barriers between digital and physical experiences

Problem
A premier sports league sought to answer a big question: how do we attract the next generation of fans and engage them in the sport? To find the answer, the league turned to Cortico-X to create a new fan platform that would break down boundaries between physical and digital experiences. The league aimed to turn games into interactive experiences that bring together fans at home and in the stadium.
Solution
Through the new platform, fans will be able to play along with games as they happen. They will take the role of team coach in a simulation, seeing if they can beat the coach on the field by making different decisions, like swapping in new players. Powered by advanced technologies like artificial intelligence and digital twins, the platform will allow fans to engage with and compete against each other. Soft LED touchscreens and concave screens will bring the virtual game into the stadium, enhancing the immersive experience.
Result
The league anticipates that the new platform will help to engage younger fans and break down geographic barriers—while providing the tech foundation to be ready to jump into the metaverse.

Health system leaders
walk a mile in employees’ shoes

Problem
A major health provider embarked on an ambitious journey to uplift the voice of their employees and embed the patient experience into its culture and operating model. In order to more meaningfully achieve their goals, leaders knew they needed to get closer to the frontline experience and more intimately understand the challenges faced by employees each day.
Solution
Acquis Cortico-X partnered with the company to develop an immersive experience in which leadership worked to strengthen the connection with the frontline. Through the program, referred to as “Walk a Mile in MY Shoes,” executives are paired with and actively shadow employees across various functions for one to two days, when they are trained in the respective functional work areas. Through the experiential learning experience, they witness first-hand the day-to-day duties, tasks and challenges encountered while working to deliver exceptional care to patients.
Result
With two pilots completed to date, Walk a Mile is resulting in renewed perspective and strengthened connections across the organization. Employees reported feeling valued and heard on a new level, while leaders found it refreshing to step away from their often 50,000-foot view to build a greater understanding of critical responsibilities and work processes that drive strategic endeavors. While the initiative primarily aims to build empathy, leaders also collaborate with the frontline to identify solutions that alleviate challenges, improve inefficiencies and support a positive working experience. The company is now scaling the program so that it is embedded in each of its seven markets. Ultimately, the organization hopes the deepened synergies between leaders and frontline employees will improve the patient experience in previously unimagined ways.

Health system leaders walk a mile
in employees’ shoes

Problem
A major health provider embarked on an ambitious journey to uplift the voice of their employees and embed the patient experience into its culture and operating model. In order to more meaningfully achieve their goals, leaders knew they needed to get closer to the frontline experience and more intimately understand the challenges faced by employees each day.
Solution
Acquis Cortico-X partnered with the company to develop an immersive experience in which leadership worked to strengthen the connection with the frontline. Through the program, referred to as “Walk a Mile in MY Shoes,” executives are paired with and actively shadow employees across various functions for one to two days, when they are trained in the respective functional work areas. Through the experiential learning experience, they witness first-hand the day-to-day duties, tasks and challenges encountered while working to deliver exceptional care to patients.
Result
With two pilots completed to date, Walk a Mile is resulting in renewed perspective and strengthened connections across the organization. Employees reported feeling valued and heard on a new level, while leaders found it refreshing to step away from their often 50,000-foot view to build a greater understanding of critical responsibilities and work processes that drive strategic endeavors. While the initiative primarily aims to build empathy, leaders also collaborate with the frontline to identify solutions that alleviate challenges, improve inefficiencies and support a positive working experience. The company is now scaling the program so that it is embedded in each of its seven markets. Ultimately, the organization hopes the deepened synergies between leaders and frontline employees will improve the patient experience in previously unimagined ways.

Major health provider
creates patient
listening platform

Problem
A major health provider was struggling with how to understand customer needs in real-time, not to mention act in the moment to remedy problems.
Solution
Acquis Cortico-X worked across the organization to stand up a new patient experience function. This started with embedding new ways of listening through digital touchpoints, call centers and in-person moments. We developed a way to centralize data collected through surveys, QR codes and behavioral analytics in a dashboard. The dashboard collates insights at both the individual and aggregate level, enabling employees to understand priority needs and opportunities.
Result
Thanks to the listening platform, employees can now respond to real-time needs with closed loop feedback and continuously improve the patient experience across all interactions. Leaders are now working to embed the patient experience into the organizational culture through new patient-focused programs and rituals.

Major health provider creates patient listening platform

Problem
A major health provider was struggling with how to understand customer needs in real-time, not to mention act in the moment to remedy problems.
Solution
Acquis Cortico-X worked across the organization to stand up a new patient experience function. This started with embedding new ways of listening through digital touchpoints, call centers and in-person moments. We developed a way to centralize data collected through surveys, QR codes and behavioral analytics in a dashboard. The dashboard collates insights at both the individual and aggregate level, enabling employees to understand priority needs and opportunities.
Result
Thanks to the listening platform, employees can now respond to real-time needs with closed loop feedback and continuously improve the patient experience across all interactions. Leaders are now working to embed the patient experience into the organizational culture through new patient-focused programs and rituals.

Pharmaceutical company identifies social media influencers with AI

Problem
A leading pharmaceutical company sought to develop a digital engagement model to reach key decision makers in its buyer group. The organization needed an efficient way to analyze social media data to identify relevant influencers and drive future investment in the program.
Solution
That’s where Acquis Cortico-X came in. We used algorithms based on AI and natural language processing to build a social media influencer list. The list prioritized influencers based on their relevance to the selected therapeutic area, reach and resonance with their audience.
Result
The data-driven analysis enabled the business to reprioritize its influencer relationships and establish new cost-effective partnerships with individuals who would have the biggest impact with target buyers.

Technology company
charts a roadmap to
maximize data value

Problem
A leading technology company was struggling with how to maximize the value of its data. They faced inefficiencies and a lack of a single source of the truth, which was leading to high attrition among frustrated data talent and decreased confidence in their enterprise reporting and analytics.
Solution
The company engaged Acquis Cortico-X to assess their data management capabilities and develop a future state data strategy using the EDM Council’s DCAM assessment framework. In addition to developing key recommendations across all aspects of data management, we developed an enterprise data office operating model and served as interim chief data officer to get the program running. This led to the development of a roadmap that will enable the company to manage its data as an asset.
Result
The data management program is now expected to enable synergies for upcoming mergers and acquisitions. Additionally, the data team has seen efficiency gains, lowered attrition and reduced compliance risk.

Pharmaceutical company identifies social media influencers with AI

Problem
A leading pharmaceutical company sought to develop a digital engagement model to reach key decision makers in its buyer group. The organization needed an efficient way to analyze social media data to identify relevant influencers and drive future investment in the program.
Solution
That’s where Acquis Cortico-X came in. We used algorithms based on AI and natural language processing to build a social media influencer list. The list prioritized influencers based on their relevance to the selected therapeutic area, reach and resonance with their audience.
Result
The data-driven analysis enabled the business to reprioritize its influencer relationships and establish new cost-effective partnerships with individuals who would have the biggest impact with target buyers.

Technology company
charts a roadmap to
maximize data value

Problem
A leading technology company was struggling with how to maximize the value of its data. They faced inefficiencies and a lack of a single source of the truth, which was leading to high attrition among frustrated data talent and decreased confidence in their enterprise reporting and analytics.
Solution
The company engaged Acquis Cortico-X to assess their data management capabilities and develop a future state data strategy using the EDM Council’s DCAM assessment framework. In addition to developing key recommendations across all aspects of data management, we developed an enterprise data office operating model and served as interim chief data officer to get the program running. This led to the development of a roadmap that will enable the company to manage its data as an asset.
Result
The data management program is now expected to enable synergies for upcoming mergers and acquisitions. Additionally, the data team has seen efficiency gains, lowered attrition and reduced compliance risk.

Regional bank charts a
path to growth through
customer experience

Problem
A regional bank knew its customer experience lagged behind industry benchmarks but struggled with how to rally its employees around its basic experience program.
Solution
Acquis Cortico-X partnered with the bank’s newly established head of customer and employee experience to chart a new path to experience-led growth. Using our proprietary experience maturity framework, we evaluated and assessed the existing experience program, capabilities, interaction and operating model.
Result
Through our analysis, we discovered the current experience program was uncovering valuable customer insights but lacked a process to drive change based on those learnings. Together, we developed an actionable roadmap and a business case for change. The bank is now moving forward with developing a continuous improvement model that will enhance the customer experience, setting the stage for growth.

Regional bank charts a path to growth through customer experience

Problem
A regional bank knew its customer experience lagged behind industry benchmarks but struggled with how to rally its employees around its basic experience program.
Solution
Acquis Cortico-X partnered with the bank’s newly established head of customer and employee experience to chart a new path to experience-led growth. Using our proprietary experience maturity framework, we evaluated and assessed the existing experience program, capabilities, interaction and operating model.
Result
Through our analysis, we discovered the current experience program was uncovering valuable customer insights but lacked a process to drive change based on those learnings. Together, we developed an actionable roadmap and a business case for change. The bank is now moving forward with developing a continuous improvement model that will enhance the customer experience, setting the stage for growth.