Case Studies
Challenge
Communication was fragmented with no central strategy. Updates lived in 20–30 page Google Slide decks sent only to managers, forcing ICs to rely on word-of-mouth. Employees complained of information overload, unclear priorities, and irrelevant meeting content.
Building communications function from ground up
Client
High-growth SaaS company, 500+ customer-facing employees
Action
Conducted discovery with managers and ICs to uncover pain points.
Designed a new communication architecture with five targeted newsletters (two manager-focused, three IC-focused, including onboarding).
Removed dependency on managers by sending direct-to-IC updates.
Established a “rain or shine” publishing cadence to build trust and predictability.
Introduced editorial standards, intake forms, and content frameworks for consistency.
Modernized delivery with AxiosHQ, Grammarly, and Canva for professional polish.
Impact
Newsletter open rates consistently 70–89% (vs. 64% industry average).
Eliminated manager bottlenecks, giving ICs timely, reliable updates.
Leadership gained visibility through analytics and accountability.
Established a recognizable “house style,” improving credibility and trust in official communications.
Challenge
First launch of an internal retrieval-based chatbot for tech support. Concerns about adopting unfamiliar AI/ML technology. Needed to simplify complex concepts for a non-technical audience.
Client
Global financial services company – enterprise technology division
Action
Partnered with engineers to learn AI/ML/NLP foundations, edit responses, and test chatbot prompts.
Designed a comprehensive communications package: launch emails, key messages, and an infographic.
Created plain-language explanations demystifying AI concepts.
Crafted behavior-change messaging encouraging employees to try the chatbot instead of defaulting to old support channels.
Impact
Established precedent for communicating emerging technologies at enterprise scale.
Simplified content gave employees confidence to engage with AI.
Positioned comms as a translator between engineering and employee experience.
Built framework for future “cutting-edge” tech rollouts across the enterprise.
Driving adoption of enterprise AI
Challenge
Rolling out “Buy Online, Pick Up In Store” (BOPIS) to 800+ stores required operational readiness and cultural change. Store managers feared online sales would cannibalize in-store revenue and threaten jobs. Risks included poor execution and negative customer experience.
Scaling BOPIS across 800+ retail locations
Client
National retail chain
Action
Partnered with store ops leadership to design phased rollout across six waves.
Spent time in stores to understand workflows and translate them into clear guidance.
Crafted leadership messaging to address fears, position BOPIS as growth, and rally managers.
Developed role-specific comms, implementation guides, and talking points.
Equipped managers to reinforce daily through huddles and team meetings.
Impact
Store associates gained confidence in both tech use and customer service.
Store leaders became champions of omnichannel, easing resistance.
Smooth execution across stores with customers supported from launch.
Positioned retailer as an early U.S. adopter of BOPIS, strengthening competitive advantage.