This was ironic, but it seemed like it was the first time I'd heard of these endless possibilities, and people rushed to test what and how it worked. Our assumption: curiosity, but also the pressure to spend cost-effectively and cut the costs. This is how come 2016 was the year when we deployed the largest number of automation programmes in absolutely all areas, B2B or B2C, and with the largest number of CRM applications. So we started automating our processes back to back: new deals, contract enforcement, offline or e-commerce interaction.
2016 was an exciting year, which we expected with great interest, but it was also probably one of the most difficult due to the changes in the team. That was the moment when members who had worked on extremely interesting projects over the previous 3 or 4 years decided to take different paths. So we stayed united, we rebuilt, and together we had the year when:
- We ran the most effective Black Friday campaigns, with growth rates topping 100%, compared to 2015;
- We were 100% involved in supporting clients deal with their own crisis;
- We had some tough discussions with clients who were not treating our collaboration as a partnership. And all that happened in the context where we had always walked the extra mile supporting them, not even expecting their endless gratitude, but at least a fair position.
