38 → 38
Referral Conversion
38 generated referrals became 38 active donors
Case Study • Customer Experience & Growth
Project Ambassador
From one frontline idea to a multi-center engagement platform.
Project Ambassador began with a simple operational observation: moments of customer waiting could become opportunities for purposeful engagement. What started as a single-center experiment evolved through measurement, iteration, and digitization into a model now being tested across 10+ centers.
Role
Concept & Program Lead
Origin
Single-Center Pilot
Current Reach
10+ Centers
Focus
Experience + Growth
The Opportunity
The customer was waiting.The opportunity didn't have to.
Customer journeys often contain unavoidable periods of waiting. Those moments can easily become passive time — even though the customer is physically present, available, and potentially open to meaningful interaction.
At the same time, digital adoption, referrals, public feedback, and customer sentiment were being influenced through separate activities rather than through one deliberate engagement model.
Project Ambassador asked whether a single purposeful interaction could improve the immediate customer experience while also creating measurable value for the operation.
The Design Question
“What if waiting time could become one of the most valuable engagement moments in the customer journey?”
Phase One • Prove the Concept
Start small.Measure what happens.
The original six-week pilot tested the Ambassador concept in a live operating environment. Rather than measuring activity alone, the pilot examined whether engagement translated into observable customer behaviors.
Original Pilot
One center • One Ambassador • Six weeks
3.8 → 4.3
Google Rating
Reputation improvement during the original pilot
113
New Google Reviews
Generated during the six-week pilot period
85
App Registrations
Digital adoption generated during the original pilot
The pilot results established an initial evidence base for the concept. They represent the originating center and should not be interpreted as guaranteed outcomes for every operating environment.
The Innovation Journey
Identify → Build → Pilot → Measure → Digitize → Scale
The most important outcome of the initial pilot was not simply that it produced results. It created enough evidence and learning to justify improving the model and testing whether it could travel beyond its original environment.
01
Identify
Recognize unused moments in the customer journey where purposeful engagement could create value.
02
Build
Create a structured Ambassador model around customer engagement, digital adoption, feedback, and referrals.
03
Pilot
Test the concept in a live operating environment rather than relying on assumptions.
04
Measure
Track what happened after the interaction and use evidence to evaluate the model.
05
Digitize
Turn the operating concept into a repeatable digital workflow with structured data capture.
06
Scale
Expand beyond the originating center and begin testing portability across different operating environments.
Phase Two • Digitize the Model
The experiment became a repeatable system.
The Ambassador model evolved into a digital workflow designed to capture engagement consistently and make the information useful beyond the individual interaction.
The platform creates a structured record of the customer journey while helping management understand adoption, sentiment, acquisition sources, and engagement activity.
✓Customer Check-In
✓Marketing Consent
✓Referral Source
✓Recommendation Score
✓App Adoption
✓Review Completion
✓Multi-Center Selection
✓Center-Level Export
Phase Three • Test the Scale
Built locally.Now across 10+ centers.
Project Ambassador has expanded beyond the center where it was originally developed and is now being used or piloted across more than ten centers.
This phase asks a different question from the original pilot: can the model generate meaningful engagement and customer signals when different teams use it in different operating environments?
10+
Centers
Expanded beyond the originating center for broader field testing
67%
App Adoption
Among recorded engagements outside the originating center
85%
Marketing Consent
Among recorded multi-center engagements
8.8 / 10
Likelihood to Recommend
Average score in the early multi-center sample
Early Multi-Center Measurement
Current exported data includes 33 recorded engagements outside the originating Riviera Beach center. Adoption and sample sizes vary by location, and the broader pilot remains in progress. These percentages are presented as early indicators of adoption and portability rather than final program-wide outcomes.
Beyond Engagement
The platform is beginning to answer bigger questions.
As the platform expanded, the value of the data expanded with it. Ambassador can now help reveal how customers discovered the organization, whether they adopt digital tools, whether they consent to continued engagement, and how likely they are to recommend the experience.
That changes Project Ambassador from a single customer-service intervention into a potential source of customer, marketing, and operational intelligence.
Customer
Experience Signals
Marketing
Acquisition Insight
Operations
Engagement Data
What This Project Represents
Innovation is not just having the idea.It's proving it, improving it, and finding out whether it can scale.
Project Ambassador reflects how I approach customer experience and operational innovation: identify an overlooked opportunity, build a practical intervention, measure what happens, learn from the evidence, and keep developing the idea until its broader potential can be tested.
Innovation Lifecycle
Identify → Build → Pilot → Measure → Digitize → Scale
The goal is not innovation for its own sake. The goal is to solve a meaningful problem and create enough evidence to determine what should happen next.
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