Dustin Guice
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Case study · Capital One · Card Loyalty & Servicing
Recovering an at-risk engagement, and earning a 3-year extension.
Delivered through Ippon Technologies. A turnaround that rebuilt client trust and carried an AI-powered servicing capability from pilot to platform-wide launch.
The situation
The delivery team believed it was meeting expectations and that a renewal was imminent. The client's experience didn't match. Earlier commitments had gone undelivered, reporting needs weren't being met, and documentation was scattered across places no one could easily find or read.
Senior leadership in Card Loyalty & Servicing had lost confidence, and the engagement was at risk.
What I did
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1
Built rapport fastEarned the client team's trust before proposing any fixes.
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2
Connected the dotsTraced the symptoms everyone felt back to the problems causing them.
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3
Captured the unmet reporting needsDefined what leaders actually needed to see.
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4
Made the data trustworthyPut interim solutions in place so decisions didn't wait on a perfect system.
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5
Built the dashboard iterativelyLed analysts and data scientists on executive dashboards that tracked results from pilot to platform-wide launch.
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6
Cleaned up the documentationReorganized the repository so people could find and understand what they needed.
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7
Ran a closeout sprintCleared critical backlog items, connected with other product teams, and rebuilt senior leadership's confidence.
The result
The engagement was renewed with a 3-year contract extension. The AI-powered capability, which tells servicing agents why a customer is calling, launched platform-wide. The project delivered about $3M in operating cost savings, cut average handle time by 3 minutes, and improved customer satisfaction by 20%.