̨Íåswag

Elevating ̨Íåswag’s Customer Experience with a Visionary Approach

At ̨Íåswag, where innovation and exceptional customer experience form our bedrock, the quest for excellence is relentless. Spearheading this pursuit is Nicole Case, our Assistant Vice President of Global Business Process Outsourcing Operations, whose unique blend of inspiring leadership and resilient grit has been instrumental in driving our success. Nicole’s leadership ethos, honed over three decades, focuses on developing and empowering her team to grow beyond their perceived limits and rally behind a unified vision, often achieving the extraordinary.

Nicole Case

AVP, Global Business Process Outsourcing Operations

Nicole Case

AVP, Global Business Process Outsourcing Operations

A Rich Tapestry of Experience: Military Accolades to Market Innovations

Nicole’s career is marked by a distinguished military tenure, underscored by her graduation from The United States Military Academy at West Point and numerous commendations, including the Joint Service Commendation Medal and National Defense Service Medal for her exceptional service in Bosnia. Her military journey, punctuated with awards like the NATO Medal, laid the foundation for her unwavering dedication to excellence.

Transitioning into the corporate realm, Nicole brought her disciplined approach to the world of digital marketing and eCommerce in the SaaS space. Her strategic efforts at Reynolds and Reynolds led to significant service expansion, new revenue streams, and brand innovation. At COX Automotive, Nicole’s transformative leadership led to double digit growth, marking her entry and subsequent impact in the automotive industry.

Global Leadership: Bridging Divides and Fostering Collaboration

In her current role at ̨Íåswag, Nicole merges her military-honed skills of constant communication and seamless execution with a global perspective. She oversees the establishment of cohesive leadership across international borders, aiming to dismantle silos and cultivate a culture of collaboration. Her team, handling services like Contact Center ̨Íåswag, Marketing and Claims Management, operates as an integral extension of our clients’ teams, ensuring a smooth and efficient service delivery.

Innovative Strategy: Building a Bionic Workforce and Smart CX

Addressing the challenges of a shrinking workforce, Nicole, in collaboration with Sarah Blair, Senior Vice President of Global Operations, has been a vanguard in adopting a ‘bionic workforce.’ Utilizing AI, her team has enhanced efficiency and productivity, often unbeknownst to our customers.

The introduction of AI-driven services like XpertEstimate and ServiceAgent AI, powered by Stella reinforces ̨Íåswag’s commitment to a smarter, more effective customer experience.

Driving Forward with Passionate Leadership

Nicole’s leadership transcends operational management, delving into industry trends and aligning XpertCX ̨Íåswag with the needs of the automotive businesses. Her focus on driving down costs, streamlining processes, and elevating customer experiences is a testament to her strategic and customer-first approach. Her first-year accomplishments at ̨Íåswag include organizing the global BPO organization, launching a new AI technology BPO service for dealers, and creating a think tank within her organization to brainstorm innovative solutions, ensuring ̨Íåswag’s continuous evolution and leveraging of AI capabilities.

Nicole Case’s journey at ̨Íåswag, blending military discipline with technological acumen, epitomizes the fusion of strategic thinking, innovation, and customer-centricity. With Nicole and her international team’s unwavering determination at the helm, ̨Íåswag is steadfastly elevating the standard for customer experience excellence to unparalleled heights.