Enabling Sales Growth & Operational Excellence Across the Customer Experience
DDI delivers fractional sales leadership and contact center consulting that aligns revenue teams, streamlines CX technology, and optimizes workforce performance.
Transform your customer-facing operations into powerful engines of growth with expert guidance that delivers measurable results.
Industries We Serve
Desert and Dominion Insights partners with organizations across a range of complex, customer-facing environments. From high-growth startups to enterprise service teams, we understand the operational nuances that drive meaningful outcomes.
- Contact Centers & Customer Support
- SaaS & Tech Platforms
- Healthcare & Insurance Providers
- Telecommunications & Utilities
- B2B Sales & Revenue Teams
- Financial Services
Real Results, Real Impact.
Our clients don’t just check boxes — they see measurable improvements in performance, alignment, and growth. Here’s what our consulting work has delivered:
- 18% decrease in average handle time (CX improvement project)
- 26% increase in deal velocity (sales process redesign)
- Cross-functional alignment between sales and support teams
- Stronger CRM utilization through custom enablement programs
Turn Operations into a Revenue Engine
DDI helps unify your customer-facing teams around measurable business outcomes — from sales to support. We optimize your operations so that every interaction drives growth, not just resolution.
What We Deliver
Tailored support across strategy, execution and enablement
Our Approach to Client Success
We follow a proven consulting model that’s built to deliver measurable results — without adding unnecessary complexity. Our approach draws from structured enterprise frameworks like TOGAF and Zachman, ensuring every engagement is collaborative, focused, and tailored to your goals.
01
View Current State
We begin each engagement with a focused assessment of your customer-facing operations — including sales processes, contact center workflows, and supporting technologies. This diagnostic phase surfaces friction points, capability gaps, and quick-win opportunities that guide the roadmap ahead.
02
Build the Plan
Using insights from discovery, we design a custom action plan grounded in real business objectives. Whether your goals are revenue growth, service consistency, or team alignment, we apply strategic frameworks like TOGAF and Zachman to create a scalable, outcome-driven solution path.
03
Guide & Optimize
From implementation oversight to team enablement, we stay embedded with your team as advisors and execution partners. We continuously evaluate performance, make data-informed adjustments, and work alongside your leaders to drive measurable gains and sustainable change.
Their Journey, Our Mission
See how we’ve helped teams align operations, unlock sales growth, and elevate the customer experience — one journey at a time.
Faster Service, Happier Customers: A CX Turnaround
A Regional Healthcare Insurer faced long handle times and inconsistent service. We streamlined processes, aligned tools, and improved results.
What we did:
- Performed end-to-end assessment of workflows
- Aligned CRM tools with frontline needs
- Streamlined QA and coaching processes
Results:
✅ 18% reduction in average handle time
✅ +12% increase in customer satisfaction
Smarter Together: Aligning Revenue & Support Teams
A Growth-Stage B2B SaaS Platform Company struggled with siloed operations between Sales and Customer Success, resulting in missed expansion opportunities and elevated churn. We facilitated cross-functional alignment, defined shared KPIs, and optimized the post-sale handoff process.
What we did:
- Mapped the end-to-end customer journey from Sales to Renewal
- Led alignment workshops with GTM and CS stakeholders
- Established joint accountability and reporting metrics
Results:
✅ 30% increase in onboarding-to-renewal conversion
✅ 7-point drop in churn within two quarters
Stronger Teams, Smarter Scheduling
An Enterprise Telecom Contact Center faced high agent attrition and inconsistent staffing efficiency across multiple support hubs. We helped modernize workforce management practices, streamline scheduling, and equip frontline leaders with better tools for performance coaching.
What we did:
- Audited workforce planning and intraday operations
- Rebuilt the forecasting model to improve accuracy
- Developed new supervisor training and scheduling playbooks
Results:
✅ 22% improvement in schedule adherence
✅ 15-point increase in agent satisfaction (eNPS)
Results That Scale
Real results. Measurable impact. Proven across industries.