How a research and advisory leader achieved global support excellence with Awesome CX.

Executive overview.

Client profile.

This world-leading research and advisory firm provides actionable, objective insights on technology and strategy to top organizations’ executives and teams. Operating in 90 countries and serving more than 15,000 client enterprises, the company hosts a premier conference series comprising 75+ annual global events that attract more than 100,000 senior executives across six continents. The firm requires a high-touch, multilingual service infrastructure capable of handling complexity and real-time coordination in supporting its vast international attendee base.

Case summary.

As the firm’s global event portfolio expanded, the complexity of supporting attendees across disparate time zones and languages required powerful, consistent CX. They enlisted Awesome CX to transform a fragmented support landscape into a single, streamlined global model. By integrating nearshore operations in Bogota with offshore scale in Jaipur, the partnership established a "One Team" system operating as a unified organization under shared KPIs. This strategic consolidation delivered a 14% reduction in Average Handle Time (AHT) and a 25% decrease in email volume through improved first-contact resolution. With workforce absenteeism below 14%, the B2B advisory leader now benefits from a scalable, round-the-clock support engine that ensures a premium experience for global executives

 

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The challenge.

With its executive-centered conferences growing rapidly across the globe, a B2B research and advisory leader required an international CX infrastructure to deliver consistent support excellence. A key challenge was managing large volumes of attendee inquiries and real-time coordination for 75+ annual global events. With multiple time zones and languages involved, the company faced the hurdle of scaling a brilliant brand experience while maintaining the alignment and visibility required. To solve this, they needed a system that could reduce handle times, deflect unnecessary repeat inquiries, and provide a transparent, data-driven view of global performance. 

Through a competitive selection process, they enlisted Awesome CX to replace their fragmented support network with a unified engine capable of rapid deployment and total operational alignment. The objective was to eliminate the traditional divide between nearshore and offshore locations, moving away from regional silos and toward a standardized service model that achieves a premium experience for 100,000+ senior business leaders worldwide. 

The solution.

To deliver the efficient, streamlined global support the research and advisory firm needed, Awesome CX combined the regional accessibility of Bogota, Colombia, with the scalable technical talent of Jaipur, India. Moving from contract to live operations in just 30 days, we architected a unified, “One Team” model fully integrating both locations. This includes operating under a single set of performance targets and KPIs, joint accountability, and shared staffing strategies. 

The B2B advisory’s support consistency was further secured through joint governance. Weekly business reviews bring the firm’s leaders together with both delivery sites to evaluate metrics, forecasts, quality insights, and improvement opportunities. Each location alternates presenting results, reinforcing shared ownership. 

To ensure frictionless information sharing and aligned decision-making, Awesome CX engineered unified technological solutions and processes. CRM workflows within Salesforce were refined, and a guided decision-support knowledge tool was introduced, enabling agents in either region to resolve inquiries quickly and to the same high standards in all cases. 

Finally, to further optimize the attendee experience, teams share a proactive feedback loop. By analyzing real-time attendee sentiment and operational trends, we identify recurring friction points and implement immediate workflow adjustments. Both sites exchange best practices and learnings, blending scale with precision.

The results.

Fueled by Awesome CX’s "Better Together" approach, our client’s new integrated support model has transformed geographic distribution into a strategic advantage. Providing 24/7 coverage that feels like a single, localized team to the attendee has yielded immediate and measurable performance gains.

By streamlining workflows and sharing best practices across sites, the partnership has achieved a 14% reduction in Average Handle Time (AHT), translating into swifter service and boosted satisfaction among time-scarce executive clients. Improved first-contact resolution and clearer guidance have also led to a 25% reduction in email volume and a 22% decrease in chat interactions. This significantly lowers the cost-to-serve while reflecting a convenient, efficient attendee experience.

The unified model has also stabilized the research and advisory leader’s global support force, with shared engagement and performance initiatives maintaining an absenteeism rate of less than 14%, consistently outperforming industry benchmarks and providing expert service availability during critical conference cycles.

Overall, the partnership with Awesome CX has replaced regional silos with a single, borderless standard of excellence. By leveraging a unified team aligned around shared accountability, our client has secured a scalable support infrastructure that protects its brand reputation and delivers a premium, high-touch experience to the world's most influential business leaders. This "One Team" model ensures that as the leading consultancy’s global footprint expands, its attendee support remains just as consistent and objective as the insights the firm provides.