Our Story
Achieving notable success for outstanding customer experience for our clients.
Bill Price founded Driva Solutions in September 2001 after serving as Amazon’s first Worldwide VP of Customer Service. Many of his early clients were intrigued with how Amazon was able to achieve notable success for outstanding customer experience including the top score in the ACSI (American Customer Satisfaction Index), so Bill and his Team Driva experts adapted Amazon’s customer service tools and processes to meet their needs.
In 2002, Bill joined forces with his former head of customer service for Amazon.co.jp Osamu Taniguchi and a fellow industry speaker Peter Massey to form the LimeBridge Global Alliance which today is based in nine countries and operates in more than fifty countries around the world.
Driva Solutions has partnered with two other consulting and advisory firms to widen its offerings: Deeptech Innovations led by Anant Kumar, Bangalore-based GenAI/machine learning modeling, predictive and prescriptive analytics, and visualization; and ContactScope, led by John Rushing who reported to Bill at MCI Telecommunications in the 1990s, for solutions architecture with legacy and cloud-based solutions.
All of our engagements span challenges and opportunities ranging from frontline customer service or retail representatives, including detailed observations and speech/text analytics, to the C-Suite including organization development and procurement practices. We often conduct original market and customer research that features our inventions including Last Contact Benchmarking (where did your customers have their best experiences since that will set the bar for you?), Dynamic Individual Handle Time, and customer and employee retention modeling with predicted churn and recommended interventions.
When Jeff Bezos interviewed Bill and asked for his philosophy on customer service, Bill said this: “The best service is no service. It’s removing errors and confusion, and delivering a customer experience so frictionless that the customer never has to contact you.”
Amazon leaned into frictionless writ large. After Bill left Amazon, he immortalized his learnings in his first book, The Best Service is No Service.
Where we work.
What we believe.
We focus on results, zeroing on the highest-priorities initiatives, both quick wins and longer-term changes needed, with next step roadmaps and tools support.
Our three Programs and three Customer Contact Practices leverage our experience running Customer Service, Customer Experience, and Marketing operations and functions (“We’ve been there!”), chronicled also in our 3 books.
Increasingly, we are also building and managing advanced analytics models, e.g., predicting customer churn and tracking interventions to be able to hold onto the highest-value customers.
Our Associations
LimeBridge
Bill Price co-founded the LimeBridge Global Alliance of seven global companies specializing in customer experience and contact management solutions in more than 40 countries. We bring together exceptional talent and experience focused on customers, people, and value. We cooperate closely to support our common clients and share resources, expertise, and methodologies.
Global Operations Council (GOC)
Bill Price formed and chairs the 30-company GOC whose tagline is “Sharing best practices and worst experiences.” GOC members include some of the largest regional and global corporations with revenues over $1 trillion and several hundred thousand customer service reps in captive centers and using outsourcing partners around the world.
Deeptech Innovations
Founded in 2021 by Anant Kumar, Deeptech Innovations leverages the latest research in GenIA Machine Learning and a proprietary NLP platform to build and manage, if requested, cutting-edge products and solutions. Headquartered in Bangalore, India, Deeptech's team are experts in the field of AI, advanced analytics, data engineering, and visualization.
ContactScope
Founded in 1999 by John Rushing, ContactScope’s range of solutions includes solutions architecting and re-design, customer journey analytics, channel utilization monitoring and testing, and a full suite of CX and customer contact optimization assessments and tools.
Industries and Clients
Financial Services
American Express
Asurion
Bread Financial
Charles Schwab
Church Pension Group
Egg
FirstData
Fiserv/CheckFree
Intuit
MetLife
PayPal
Travelers
Triumph Bank
Upromise
Wells Fargo
Wildcard Systems
WorldPay
Utilities
Ameren
Baltimore Gas & Electric
Southern California Edison
WE Energies
Healthcare and Insurance
ARUP Labs
CVS Health
Kaiser Permanente
Travelers
United Healthcare
Wellcare
Technology
Apple
Avalara
Cisco
Dell
Google
Microsoft
Sage
Sensentia
Vulcan
BPOs
Arvato
Daksh
MphasiS
Sitel
TCS
Telecom, Media, and Entertainment
Blizzard Entertainment
CableONE
Charter Communications
Corbis
DIRECTV
Electronic Arts
Elsevier
Liberty/UPC Broadband
O2 Telefonica
Orange UK
SiriusXM
Suddenlink
T-Mobile
The New York Times
TiVo
True Telecom
Virgin Media
Vodafone
Travel and Hospitality
Avis-Budget
Expedia
Hyatt
Zipcar
Retail
Amway
Bob’s Discount Furniture
Brooks Running
Coca-Cola
Coinstar/Redbox
Costco
McDonald’s
Nike
OLX
Rodan + Fields
Starbucks
Trek Bikes
Wayfair
Other
ACT
Department of Defense
Family Search
General Atlantic
HireRight
Jones Lang Lasalle
SMS Assist
Stanford University
TalentWise
UDR