Pizza Hut Delivery, a global fast-food chain, recognized the need to shift its business model towards greater social and environmental sustainability. The company wanted to contribute more to the communities in which it operates and align its product offerings with consumer and government demands for healthier options. Additionally, Pizza Hut Delivery aimed to develop a company-wide environmental sustainability strategy to minimize its impact and maximize differentiation in a crowded market. The challenge was to understand the culture, values, business essentials, and strategic direction of the company and to reconcile the top-down demands of regulations with the bottom-up desires of consumers.

The Good Life 2030 project, initiated by Purpose Disruptors, was faced with the challenge of changing the public's perception of the year 2030. The project aimed to leverage the power of the advertising industry to promote sustainable ways of living in the future. However, the year 2030 was perceived negatively, with many people fearing the changes that a sustainable future might bring. The challenge was to create content that would not only change this perception but also highlight the benefits of a sustainable future. The content needed to be based on real citizen visions and had to portray a positive, connected 2030 that people didn't realize they were dreaming of, but had a taste of during the lockdown.

In 2022, Samsonite, a renowned luggage manufacturer, was faced with the challenge of launching an integrated brand campaign that would not only tell the story of summer travel but also increase brand consideration during the summer travel season, their biggest selling period. The challenge was to connect with an audience that was emerging from a long period of constraints and limitations, eager to maximize their summer with numerous trips and adventures. However, despite their desire to travel, only about half of all Americans were taking full advantage of their Paid Time Off (PTO). Samsonite needed a campaign that would resonate with these insights and encourage people to make the most of their summer.

In the summer of 2016, Samsung was looking to create a unique, immersive virtual reality (VR) experience to engage millennial music fans and showcase their latest technology. The challenge was to create a VR experience that was not only innovative and engaging but also capable of reaching a large audience. The company wanted to feature one of the UK's favourite live acts, Biffy Clyro, in a way that would provide fans with an unprecedented experience. The goal was to create a VR experience that would be showcased at Boardmasters, Glasgow Summer Session and Bestival, reaching a significant number of festival-goers.

Samsung, in collaboration with Framestore, Mannetron, and NASA, embarked on a two-year mission to push the boundaries of what a Samsung phone can do and make the experience of walking on the moon accessible to everyone. The challenge was to create a state-of-the-art lunar gravity rig that could simulate the experience of being on the moon, making users feel as if they weigh just 1/6th of their weight on Earth. The team, comprising VFX specialists, simulator engineers, and NASA scientists, aimed to create a 4D lunar gravity virtual reality (VR) experience that was both visually and physically immersive.

Samsung launched its second set of headphones, the Galaxy Buds2, in the summer of 2021. The company identified that discomfort was the primary barrier preventing consumers from purchasing new headphones. Additionally, the market was saturated with earbuds that offered poor sound quality and an uncomfortable fit. Samsung aimed to overcome these challenges and introduce a product that would not only provide superior comfort and sound quality but also appeal to a fresh audience, particularly the Gen Z demographic. The challenge was to create a disruptive, engaging, and fun campaign that would effectively communicate the comfort and quality of the Galaxy Buds2 and capture the attention of this younger audience.

The bustling city life in Singapore often leaves its hardworking citizens yearning for a break. The challenge was to provide these individuals with a unique and immersive experience that could transport them away from the city's hustle and bustle, even if just for a while. Fiji Airways, in collaboration with iris, sought to create a solution that would not only offer a refreshing escape but also promote Fiji as a desirable travel destination. The goal was to create an experience that was so real and immersive that users could touch and smell the environment as the virtual world transformed around them.

Heineken, a globally recognized beer brand, was looking to penetrate new distribution channels and access a more premium market. The company aimed to launch a new product that would not only drive awareness and trial but also maintain a standout presence within an elite audience, specifically style-conscious males aged 18-35. The challenge was to introduce a new brand idea that would become the alcoholic beverage of choice in bars and nightclubs around the world. The company needed a unique and innovative approach to capture the attention of this target audience and ensure the successful launch of the new product.

Edureka, an online education marketplace, prides itself on having the highest course completion rate in the industry. However, they faced a significant challenge in maintaining this rate due to the lack of immediate response to user support queries. This delay often led to students losing interest and discontinuing the course. The company wanted to create a support system that not only answered student queries but also encouraged them to continue, monitored their progress, and celebrated their achievements. However, providing 24/7 phone support was a daunting task. Edureka’s agents began to receive a surplus of calls from their students daily, which were often plagued with connectivity issues. As the company began to scale internationally, the platform founders started to search for a partner that would allow a smoother user experience for both the Edureka students and support agents.

The global pandemic brought about a significant challenge for businesses across all industries, including Electrolux, a global leader in home and kitchen appliances. The company, which sells more than 60 million household and professional products in over 150 markets annually, had to quickly pivot to maintain strong customer engagement and keep operations running. However, Electrolux's contact centers were not cloud or Internet-based, making it impossible to support remote work. The company needed to quickly develop a solution that would allow them to keep their contact centers operational. The challenge was to find a partner that understood their vision for the future and could help them find the appropriate solution to simplify communication functions between clients to ensure fast and efficient engagement with customers at every interaction.

Fred IT Group, a technology provider to the pharmacy industry, was tasked with transitioning the medical industry from paper to electronic prescriptions. In 2020, the company was working to make ePrescriptions a legal option for prescribing medication in Australia. They had a six-month timeline to design and build out the new platform. The challenge was to centralise the process by enabling the technology and connecting all the various 50-60 industry vendors to the eRx platform, as well as getting everyone onboard to the new system. However, the Covid-19 pandemic forced the Australian government to request that ePrescriptions become a reality in eight weeks versus six months. Fred IT Group had to find a reliable solution to meet this new deadline.

The COVID-19 pandemic has forced businesses to rethink their operations, particularly the return of employees to the office while adhering to government-issued safety requirements. In countries where the virus is still uncontrolled, only 10 to 15 percent of employees are working on-site. The challenge lies in creating a safe environment for employees to return to work. Freespace, a company that specializes in making workspaces intelligent, had been helping businesses optimize office occupancy and reduce operating costs before the pandemic. However, the onset of COVID-19 meant that Freespace had to pivot its services to help businesses keep their employees safe. The company needed to make occupancy data available to everyone in the building, which required the installation of sensors on desks and in meeting rooms to collect occupancy data. However, this solution presented technical challenges, including the need for security, reliability, and scalability.

goUrban, a company that started out renting mopeds to Vienna users, soon realized the third-party software they were using to run their shared mobility business could be created more efficiently in-house. They began developing and testing their own transportation sharing software on their own fleet. However, as they expanded their customer base globally, they faced challenges in scaling their software and ensuring its reliability. They also had to overcome the arduous aspects of rideshare software with seamless, easy-to-use, secure technology. The company found that the slow verification times and finicky software were hindering their growth. They also needed to implement better hardware, remove unnecessary steps for their consumers, and ensure top-notch safety and security.

Planning for financial future is a complex task that requires an authentic, human touch. Hearsay, a financial services client engagement platform, was built to help advisors leverage digital channels to maximize their reach to prospects, optimize client engagements, and deliver exceptional service in a compliant manner. Over 100 of the world’s leading enterprise financial firms rely on Hearsay’s platform. However, Hearsay sought to empower their customers to develop deeper client connections with more personal, 1-to-1 channels like voice and SMS. During the recent global shift to remote work, many enterprise banking, wealth management, and insurance organizations decided to move away from corporate-provided devices and instead permit employees to communicate with customers from their own mobile phones or laptops. Hearsay needed a solution to quickly and compliantly build new channels for texts and calls— all while ensuring a smooth transition for enterprise field teams.

The healthcare industry is increasingly leveraging technology to improve patient experiences. However, this push for innovation often overlooks those who are not digitally inclined, lack access to certain technologies, or prefer traditional communication methods. Icario, a health action platform, was faced with the challenge of ensuring healthcare is accessible to everyone, regardless of their technological capabilities or preferences. They aimed to engage and motivate health plan members to take control of their health using the communication channel that suits them best. However, they faced difficulties in integrating a seamless Interactive Voice Response (IVR) system into their platform, which was crucial for their largely government healthcare customer base, many of whom still prefer voice calls over other communication methods.

Magazine Luiza (Magalu), the largest Brazilian retail chain, faced a significant challenge in maintaining its customer service strategy of demonstrating 'human warmth' as it expanded its digital platform. The company had successfully grown its Marketplace to support 200,000 sellers, but the digital platform posed a challenge in maintaining the personal touch in customer service. The company identified four key points of contact with the customer: attraction, onboarding, relationship, and retention. However, the existing process of attracting new customers and onboarding them onto the platform was not effective. The company used Click to WhatsApp ads on social media to attract potential sellers, but the subsequent registration process lacked context about the platform and did not provide a channel for potential sellers to ask questions. Furthermore, the company found that 79% of the emails sent to potential sellers with instructions for completing the registration process were ignored, indicating that email was not the most effective means of communication.

Notarize, a mid-sized company based in North America, was founded with the aim of transforming the traditional, manual, and often inconvenient process of notarization. The company's founder, Pat Kinsel, initially envisioned a consumer-facing remote online notary application. However, he soon realized that notarization was often part of a larger business process or organizational workflow. This realization led to a pivot towards helping organizations digitize their notarization experiences. The challenge was not just to create a digital notary service but to change laws and regulations state-by-state to allow businesses to certify documents online. Notarize also had to understand the individual processes and compliance needs of each industry, as well as the myriad laws and regulations that govern notaries in each state.

Paack, a Spain-based ecommerce delivery solution, has been experiencing rapid growth since its inception in 2015, managing over 27 million deliveries and achieving 3.5x growth year-over-year. However, this growth came with its own set of challenges. The company's commitment to customer-driven delivery times presented a complex logistical challenge of coordinating driver routes with predetermined delivery timelines. Furthermore, Paack realized the need for a unified communications platform designed for heightened customer engagement. The company also faced issues with proof of delivery (PoD), with up to 20% of its customer support cases related to PoD investigations and about 40% of low customer satisfaction scores directly tied to unreceived parcels or issues with third-party delivery.

In early 2020, the COVID-19 pandemic forced many testing centers to halt in-person operations, leading to a dramatic shift from onsite testing to remotely proctored exams. This sudden change put a strain on virtual testing platforms, many of which were not built to handle the surge in demand. Prometric, an industry-leading testing and assessment provider, was faced with the challenge of quickly scaling their ProProctor remote assessment platform without compromising its security and reliability. Prior to this, Prometric was using a legacy on-premise AV infrastructure that lacked the reliable connectivity and scalable features needed for a global remote assessment solution. They also wanted to tailor ProProctor’s user interface to the needs of fully remote candidates, but building a new UI from scratch would have delayed the launch and created a larger backlog of exams.

The demand for smart technology in rental properties is increasing, particularly among younger renters. Property managers are under pressure to provide smart apartments with digital amenities, but face several challenges. Managing properties is a daily headache, with every resident or building issue adding to expensive, manual operations. There is a constant churn of tenants with rising expectations of a smart home equipped with smart tech. However, most apartment communities do not have reliable internet connections across the property to provide the network availability needed for smart tech solutions. Additionally, property managers often lack the time to roll out smart tech solutions. They need a DIY frictionless solution that can quickly and easily scale across hundreds of units.

SmartrMail, a company that provides tools for strategic email marketing campaigns, was initially developed in 2016 to boost sales of Bluethumb, an online art marketplace. The company found that existing email marketing tools were either too basic or lacked the necessary functionality and features, such as personalisation, to create compelling emails quickly. Today, SmartrMail is used by over nine thousand small-to-medium e-commerce businesses for automated customer outreach. However, with the increase in e-commerce sales due to the global pandemic, SmartrMail's email volumes have doubled since the beginning of 2021, from 50 million a month to 80 million today, with the expectation of hitting 100 million by the end of the year. This growth meant that SmartrMail needed more cost-efficient and robust email and SMS solutions to support customer expansions.

Snagajob, a digital job board, was facing a significant challenge during the COVID-19 pandemic. The platform, which connects businesses with a wide pool of applicants, was struggling to facilitate the hiring process under the constraints of the pandemic. The traditional mass hiring events were no longer feasible due to safety concerns. Moreover, the platform was dealing with an influx of candidates who weren't the right fit for the jobs, leading to wasted time for businesses in sorting, declining, and following up. The challenge was not only on the part of businesses but also on the part of applicants who were tired of application black holes. The team at Snagajob needed to find an innovative way to bridge the gap between qualified candidates and businesses looking to hire them, while ensuring the process was safe and efficient.

St. Luke’s University Health Network, a hospital system with 12 locations across eastern Pennsylvania and western New Jersey, was overwhelmed by the volume of people seeking a COVID-19 vaccination. The communication bottleneck between those who wanted the vaccine and the number of vaccines available was a significant challenge. Initially, the hospital attempted to remedy this bottleneck with a simple online intake process that let patients fill out a questionnaire to determine their vaccine eligibility status. To support the registration process, they increased staffing levels for their existing call center to meet the rapidly increasing volume of calls from patients asking about the vaccine. However, they were still struggling to manage the volume of calls, with a callback list of about 5,000 people daily. This situation was not sustainable and posed a risk that elderly or immunocompromised individuals would not be able to sign up for a vaccine and further risk contracting COVID-19.

Supermoney, an online platform that simplifies the process of comparing and contracting utility and financial services, was facing a challenge due to rapid growth in its customer base. The company's existing telephony system was unable to keep up with the expanding customer base. Additionally, increased scrutiny and regulation from European regulatory authorities necessitated more control over customer data and the CRM infrastructure. Supermoney also recognized the need for an improved digital interface and a more efficient integration of the self-service and high-touch human component of its customer support experience. The company was also planning for international expansion, which required a scalable technology partner.

The onset of the COVID-19 pandemic in March 2020 led to the closure of schools across Michigan and the U.S., disrupting the normalcy of in-person learning for thousands of students, teachers, and families. The challenge was to transition from classroom-based learning to effective, individualized instruction at home. The University of Michigan’s Center for Digital Curricula was tasked with developing a solution that could support distance learning for over 4,000 students across urban and rural public schools in Michigan. These schools were primarily Title 1 schools in low socio-economic status areas, with many having almost 100% of their students participating in free and reduced lunch programs. The main issue was not the schools or teachers, but the lack of digital tools to support seamless learning, both in the classroom and at home.

The automobile sales industry in Spain has been slow to evolve, with dealerships often relying on traditional communication methods such as landline phones. This has resulted in a significant number of customer calls going unanswered, with as many as 30% of incoming calls being missed. The lack of modern communication channels such as SMS or Whatsapp has led to a situation where important customer queries can be overlooked if dealerships forget to return phone calls. This has left customers without the support and service level they need. Walcu, an automotive CRM, recognized this gap and knew it needed to build communication channels for its car dealership customers.

The courier industry in Australia was plagued with inefficiency and lack of transparency, leading to customer dissatisfaction and operational inefficiencies. Steve Orenstein, Founder and CEO of Zoom2u, identified this gap in the market and sought to create a solution that would revolutionize the delivery experience. The challenge was to design a platform that could facilitate fast deliveries, provide real-time tracking, and connect local couriers directly with customers. The goal was to provide complete transparency to customers regarding their deliveries, removing the traditional courier head office from the equation. This required a robust and reliable communication system that could send alerts to customers and connect them directly with couriers.

Despite advancements in healthcare technology, the industry often falls short in providing best-in-class communication and service to patients outside of the hospital. The healthcare industry thrives on customization over standardization, which is beneficial for patient care but detrimental to customer service. The industry is filled with custom applications for various healthcare scenarios, creating thousands of workflows to integrate and adapt communications for. This complexity makes it difficult to manage and streamline relationships. Hospitals, in particular, face the challenge of integrating hundreds of vendors and electronic health records, and thousands of workflows to handle patient preferences and communications. Building and solving for great customer service is time-consuming and often not a top priority for hospitals, whose main focus is on solving medical issues.

In Japan, managing patients’ medication records is a daunting task due to the country's population of over 126 million people. The challenge is to keep track of numerous medications for each patient with utmost precision. The situation was further complicated in September of the previous year when the Pharmaceutical Affairs and Medical Device Act enacted a revision requiring patient follow-ups after specific medications were dispensed. This increased the workload of pharmacists, necessitating an efficient communication solution. Previously, medication guidance was primarily given over the phone, requiring the pharmacist to keep a record of the conversation with the patient. However, many patients didn’t answer their phones, making it difficult to conduct necessary follow-up calls. The revision to the September Act presented an opportunity to re-examine communication tools that could help reduce the burden on pharmacists while ensuring patients received the necessary medication guidance.

Bandsintown, a concert discovery platform, primarily interacts with its users through email. The company needed a reliable and efficient way to send personalized, location and preference-based recommendations to its users. The challenge was to manage a massive email program that sends out more than a billion emails a year, especially with the rise of virtual concerts. The platform needed to aggregate livestream events and spread the word via email, allowing artists to announce their performances. The company also needed to send automated weekly digests, alerting fans when their favorite artists’ shows are happening near them. The challenge was to ensure these emails were delivered timely and efficiently without falling into spam traps or damaging the sender's reputation.