
2023 State of CX Report — Part 1
How Customer Expectations Are Reshaping Issue Resolution When it comes to issue resolution, customers still value the human touch. While digital channels are growing, live
Marcel Henry is a highly accomplished senior executive and consultant with a proven record of success in financial operations, business process optimization, and strategic partnerships. He brings decades of leadership experience guiding transformative change, driving sustainable growth, and delivering measurable results across diverse industries.
As a skilled consultant, Marcel has advised high-profile clients including the Bahamian Ministry of Finance and the Bahamas Telecommunications Company (Batelco), where his expertise in market deregulation and financial restructuring supported major privatization and operational improvement efforts.
Earlier in his career, Marcel held senior executive roles at leading telecommunications companies such as Pacific Bell, MCI, and WorldCom. At WorldCom, he managed a $3.0 billion domestic line cost budget and delivered $503 million in annual savings through process improvement, auditing, and contract negotiations—achieving year-over-year productivity gains of up to 28%.
Throughout his tenure, Marcel has consistently demonstrated operational excellence and a deep understanding of regulatory and financial landscapes. His ability to forge strong partnerships, implement best-in-class practices, and lead high-performing teams has made him a trusted advisor to organizations seeking to optimize operations, drive efficiency, and achieve long-term success.

Each of our engagements is led and performed by dynamic senior-level consultants – many with 20-25 years of industry experience – allowing you to communicate with our team on a peer-to-peer level. .









How Customer Expectations Are Reshaping Issue Resolution When it comes to issue resolution, customers still value the human touch. While digital channels are growing, live

How Expanding Channels Created New Friction for Customers As service channels expanded, customer expectations grew—but ease and consistency did not keep pace. This created friction

Global Food Manufacturing Industry Technology Strategy & Digital Transformation Case Study Overview When rapid organic growth and successive acquisitions outpace a firm’s IT infrastructure, the