Orchestrating A Scalable, AI-First CX Transformation
For One Of The Largest US MNCs In Home Improvement Retail
Digital+Human Operating Model With Right-Shoring, Advanced AI Adoption, and Platform Orchestration
When a large US MNC in home improvement retail sought to scale voice support across an offshore location without compromising customer trust, Movate enabled an AI-first, right-shored CX transformation powered by measurable improvements in voice quality and agent readiness:
50%
Cost savings vs. legacy onshore site
87%
CSAT achieved within six weeks
2.5x
Faster agent training through AI-based simulations
60%
Improvement in nesting performance
Customer Challenges
The client’s CX organization sought to strengthen its global delivery strategy after previously right-shoring operations from Costa Rica to the Philippines in partnership with Movate, achieving significant cost advantages and improved operational resilience. Building on this success, the next phase of their distributed delivery model required establishing an additional offshore location to further advance their cost-intelligent, multi-shore operating framework.
However, this expansion introduced key challenges related to voice clarity, training readiness, the absence of a digital sandbox, inconsistent nesting performance, heavy reliance on manual coaching, and limited visibility into early-stage agent behavior. To achieve their next-generation CX vision, the client needed a stable AI-enabled operating model that blended digital intelligence with human judgment, while ensuring an uninterrupted customer experience across a globally distributed, right-shored network.
Client’s AI Transformation
Movate built an AI-first, right-shored transformation model that strengthened the client’s distributed delivery strategy. The engagement began with a pilot using AI-powered voice enhancement and accent-neutralization technologies, helping the client identify a partner who could ensure consistent clarity and customer comfort across their offshore center. This success led to the full adoption of Krisp, which improved voice quality and ease of conversation, enabling the offshore team to achieve ~87% CSAT during the initial stabilization phase.
To speed up agent readiness, Movate deployed iResolve, a digital simulation platform that mirrors tools, workflows, and complete interaction journeys. This AI-driven training environment boosted nesting performance by 60%, reduced knowledge-related errors by 40%, and lowered tool-handling escalations. Combined with data-led coaching through AmplifAI, confidence scoring, and persona-based enablement supported by Movate’s Digital+Human Operating Model, the client now runs a predictable and scalable AI-first CX framework across its multi-location global delivery engine.
Business Outcomes
- Up to 50% cost savings vs. legacy onshore site
- 87% CSAT stabilized rapidly through AI-enabled voice intelligence
- 2.5x faster agent training through AI-based simulations
- 60% improvement in nesting performance via digital simulation and workflow practice
- 40% reduction in knowledge errors through AI-driven readiness
- Improved speed-to-proficiency and operational resilience through a scalable, multi-shore, AI-first operating model powered by data-driven coaching and interventions
Movate Differentiator
Movate brings a digital-plus-human operating model that integrates voice AI, training AI, and performance AI into a unified transformation fabric. Its AI adoption CoE combines autonomous simulation, predictive coaching, and data-layer insights to engineer a next-gen, right-shored CX model for global enterprises. With deep experience in process re-engineering, distributed delivery, and AI-first transformation, Movate empowers clients to build scalable, resilient, and outcome-driven CX ecosystems.
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