VenturesCX

VenturesCX is a dynamic portfolio of integrated companies focused on Applied AI, Customer Experience, and Regenerative Climate Solutions. We create companies that share a vision for the future and operate with a set of core values that drive global change.

Our current portfolio includes EndeavorCX, InflectionCX, ActivateCX, ClimateCX, and Crosby Labs, each integral to our group's cohesive strategy for innovation and market leadership.

We're hands-on with every venture, ensuring our suite of companies not only innovates but does so in scalable, synergistic, and sustainable ways.

Founder & Managing Director

EndeavorCX

At EndeavorCX, we’re on a mission to Create the New Possible using machine learning-powered products that define new market categories for artificial intelligence and customer experience. We thrive in solving complex, data-driven problems.

Our CX + AI platform transforms customer experiences and improves agent performance using machine learning across both voice and digital engagement channels to augment and automate human work, leading to unprecedented breakthroughs in efficiencies and engagement.

EndeavorCX is trusted by some of the world’s most innovative organizations. Backed by VenturesCX, we are headquartered in Chicago with a globally distributed team.

Founder & CEO

Inflection CX

InflectionCX provides Contact Center Outsourcing and Staffing services to premier companies and organizations. We leverage the latest in digital and AI technologies coupled with our remote workforce to deliver the world's most amazing customer experiences.

Xaqt

Xaqt is now EndeavorCX, a VenturesCX company.

Xaqt is a technology company based in Chicago that specializes in developing smart city solutions and urban analytics platforms. They aim to help cities leverage data and technology to improve efficiency, sustainability, and citizen services.

Inflection Point Global

—Acquired by Experian—

I founded IPG in 2011 during a period of rapid transition in the big data and social media markets and built it into the world's largest provider of social network privacy and security management products. Leading identity protection companies and service providers used the Identity:One platform to power digital identity and protection services for their customers.

As Founder and Managing Director, I built the core team and was responsible for corporate strategy, product, engineering, and business development initiatives. I led the company through its successful acquisition by a top three credit bureau and consumer data services company.

Cisco

Led the post acquisition integration of Latigent products, customers, partners, business operations and employees into Cisco’s Customer Contact Business Unit. As the resident entrepreneur and industry expert, I created a team dedicated to analyzing emerging trends and market transitions. Drove the evolution of product strategies, business development and go-to-market plans that resulted in year over year growth and market share gains.

Global Go-to-Market

Latigent, LLC

—Acquired by Cisco Systems—

Latigent was an international provider of Business Intelligence, Performance Management, Reporting and Analytics software to contact centers.

CVS Health

Originally hired by Caremark to drive innovation in customer interaction strategies, refresh technology approaches, and optimize Customer Care resource utilization. 

Upon Caremark’s acquisition of Advance PCS, was selected to lead all Customer Care related technology efforts, as well as create the combined Resource Planning department for this $26 Billion, Fortune 100 Company.

Director Resource Planning, Call Center M&A Integration

Protocol Marketing

Director Call Center Technology

Faneuil Inc

Director Of Operations

Chris Crosby is the Founder and CEO of VenturesCX - a global, growth investor and asset operator headquartered in Chicago. VenturesCX comprises vertically and horizontally integrated companies whose collective mission is to Create the New Possible.

Chris Crosby

RightWFM

🌟 Empowering Organisations with Tailored WFM Solutions

Most business leaders I speak to know that their challenges in workforce management are impacting heavily on their customer experience, employee experience, and performance metrics.

If that’s you, then you’ll also know that it can be hard to build the business case to justify investment in WFM… and the solution can often be to use consultants who aren’t practitioners, and don’t really understand the root causes. 

I help my clients to really understand what WFM’s impacts are to EX and CX, help them make informed decisions about process, technology, and strategy… and build a WFM process that actually makes sense to EVERYONE. 

Most importantly, I show you how to do MORE, with LESS. 

What I Offer:

•	WFM Coaching: Personalised guidance
•	Group WFM Training: Engaging sessions to elevate your team's WFM skills
•	Bespoke 1-to-1 Training: Customised training
•	Software Implementation: Streamlining your WFM tools
•	Setting up WFM Teams & Processes: Building solid foundations
•	Optimisation of Existing WFM Processes: Enhancing your current practices

My Three-Step Client Collaboration Process:

1.	Discovery & Analysis: I start by understanding your unique challenges. I deep-dive into your current WFM practices, identify areas for improvement, aligned with your strategic goals.
2.	Tailored Strategy & Implementation: Drawing on a wealth of hands-on experience, I craft a bespoke strategy and roadmap. From software implementation, team restructuring, to process refinement, solutions are always customised to your specific needs.
3.	Continuous Support: The journey doesn’t end with implementation. I remain engaged to ensure the strategies adapt and evolve with your business, providing ongoing support and fine-tuning to sustain and enhance the improvements.

Ready to see tangible improvements in your business performance? 

📧 Get in Touch: Drop me a line at Irina@rightwfm.com and let’s start this exciting journey together!

WFM Transformation Consultant | Founder

WFM Unfiltered

Podcast Host

InVision Group

As a WFM Solutions Consultant at InVision, my role went beyond the initial handshake of pre-sales. I was the bridge between the potential of our software (injixo) and the tangible impact it could have on operations.

Here's how my journey unfolded:

•Pre-Sales Demos

I wasn't just demonstrating software; I was revealing possibilities, asking the right questions to unearth the true needs of each unique contact center.
	
•Requirements Capturing

With a careful ear, I gathered the details, laying the groundwork for a solution that fit like a glove.
	
•Implementation Guidance

I was there, sleeves rolled up, ensuring every feature was tailored to unlock new levels of efficiency.
	
•Post-Implementation Support

The relationship didn't end with a sale; it blossomed as I supported teams in embracing the change, smoothing out any bumps on the road to optimisation.
	
•Process Simplification

While others might add layers, I stripped them away, revealing a streamlined path to productivity that often surprised and delighted.
	
•Building Business Cases

I armed executives with compelling reasons to invest, showcasing the undeniable ROI that comes from empowering their people with the right tools.
	
Now, at the helm of my own business, I bring all this and more. I'm not just selling a service; I'm partnering with you to co-create a future where your operations are a benchmark of industry excellence.

WFM Solution Consultant

Vluent Workforce Management

In my time at Vluent, I mastered the art of turning Workforce Management (WFM) challenges into your success stories. Here’s how my experience there benefits you now at RightWFM:

•Process, Governance, and Operating Model Design

I crafted WFM systems tailored for peak efficiency and custom-fitted to the business landscape.  In turn, this means you get a WFM framework that's not just effective but also durable and ready to scale with your enterprise.

•Design and Implementation of WFM Solutions

My hands-on experience in implementing WFM solutions translates into my ability to offer you not just theoretical advice but practical, tried-and-tested strategies. This ensures that the solutions you get are not only innovative but also grounded in real-world effectiveness.

•Competence Development and Coaching

At Vluent, I honed my skills in coaching and developing teams. For you, this means I don’t just leave you with a system; I empower your people to use it to its fullest potential, ensuring long-term success and growth.

Workforce Management Solution Consultant

IKEA Group

At IKEA, I took on the mammoth task of overhauling Workforce Management (WFM) across a global landscape. This experience now fuels my ability to bring unparalleled WFM solutions to your organisation through RightWFM.

•Complexity Made Simple

Handling the intricate WFM needs of a global giant like IKEA, I learned to simplify complex systems into efficient, user-friendly solutions. This means for your business, no matter the size or complexity, I can design a WFM strategy & process that's both powerful and easy to manage.

•Standardisation Across Borders

Streamlining staff planning across 30 service centers in Europe, North America, and Asia, I mastered the art of creating consistent, yet flexible processes. I bring this skill to ensure that your operations, regardless of geographic spread, work in harmony.

•Tech-Savvy Solutions

I’ve since gone on to work with almost every system in the market, so you can be confident that I know exactly which solution is positioned best for your business, and I’m able to make an independent recommendation for your organisation. 

Whether it's on-site or remote, I can integrate advanced WFM technologies into your business seamlessly.

•Integration Expertise

Working closely with global teams, I ensured that telephony and WFM platforms were in perfect sync. This translates to my current role, where I can ensure all aspects of your operations are perfectly aligned, from communication platforms to payroll systems.

•Creating Frameworks that Last

Building IKEA’s Global Customer Support Centre Staff Planning Framework was about laying a foundation for continuous improvement. At RightWFM, I apply the same principle to create a robust framework for your business, ensuring long-term success.

In short, my journey with IKEA has equipped me with the skills to turn any WFM challenge into a success story for your business, ensuring streamlined operations and exceptional results.

Global WFM Rollout Lead

Yource Bulgaria 

My journey through various planning and forecasting roles culminated in a deep understanding of Workforce Management (WFM), crucial for my work now at RightWFM. 

•From Specialist to Strategist

Having started from the ground up, I've faced every challenge head-on in planning and forecasting. This means I bring you not just theoretical knowledge but real, hands-on solutions that work.

•Mastering the Mechanics

Understanding the complete WFM cycle, I can pinpoint where issues are likely to arise and pre-emptively address them. This insight allows me to develop robust systems that prevent problems before they occur, ensuring smoother operations for your business.

•Translating Data into Stories

As a manager, I learned the art of converting complex data into compelling narratives. For you, this translates into clear, understandable insights that resonate with all stakeholders, making decision-making more straightforward and strategic.

•People-Centric Approach

The most crucial lesson was recognising that the heart of any business is its people. In my role at RightWFM, I apply this philosophy by ensuring that every solution not only enhances operational efficiency but also supports and values your team, driving meaningful results.

Resource Planning, Reporting and Operational Improvement Manager

Planning and Forecasting Expert

Resource Planning Specialist

🗣 “We don’t have the time to fix our problems. We're always fighting fires”
🗣 “We don’t know where to start with fixing our performance and employee attrition”
🗣"We are going through a tranformation and expecting to grow but we are struggling with scaling up our resources and optimising our processes"

Sounds familiar? If so…  

Then you probably need my support.

In 2022, agent turnover was an unbelievable 38% on average, with contact centers seeing as much as 200%, plus direct impacts on customer experience, CSAT, NPS and more.

In 2024, all businesses are being asked to do MORE with LESS!

That’s where I come in.

🎯 Who I'm Here For: You! Especially if you're steering the ship in a bustling contact center, or a retailer, public sector or a high-pressure industry. I get it – you're aiming for top-notch customer service without burning out your team.

🛤 My Journey: From the get-go in Workforce Management (WFM), it was clear to me – businesses needed more than just a plan; they needed a revolution. With each role, from crunching numbers to crafting strategies, I’ve gathered real, no-nonsense insights on what makes your company tick... and what doesn’t.

I’ve personally delivered WFM solutions, optimised planning processes and set up WFM teams, structures, and processes from scratch in over 50+ small, medium and large organisations across the Globe, from China to the US, Canada, Australia, India, South Korea and in the whole of Europe.

💡 Why is RightWFM Different?

I'm not just a consultant… I'm practitioner.  

I’ve been there and done every single role connected to WFM.  I know how to find the root causes, and how to solve those challenges. We deliver what works in YOUR business… not just on paper.

I’m here to roll my sleeves up, get my hands dirty and work to solve your challenges together.

📧 Get in Touch: Drop me a line at Irina@rightwfm.com and let’s start this journey together!

What my clients say:

“Irina is creative, engaging, trustworthy and dependable. She has a wealth of experience in WFM, and has contacts in many of the right places to assist people at all levels. She cares about everyone's success, including her peers and business partners. Her knowledge and expertise in Planning, Forecasting and Reporting is just remarkable”

“Irina has a thorough understanding of the end-to-end planning cycle, and is always aware of how the slightest change in one area or system can impact the business”

“I found her to be focused on providing value to her client, and always worked to a very high standard. Nothing was ever too much trouble!”

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