Case Studies

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Client: Blue Cross Blue Shield

Service Area: Leadership Training, Emotional Intelligence Development

Consultant: Pj Jacokes

Challenge:

Blue Cross Blue Shield recognized that technical expertise alone does not create effective leaders. As part of their senior leadership development program, they needed a dynamic, experiential approach to cultivate empathy, active listening, and adaptability—critical yet difficult-to-teach leadership skills.

Solution:

 Pj Jacokes was engaged to design and facilitate immersive leadership exercises focused on developing emotional intelligence in newly promoted leaders. Unlike traditional training models that rely on lectures or theory, our approach leveraged experiential learning and applied theater techniques to create an interactive, high-impact training environment.

For the past ten years, Pj’s work has become a staple of Blue Cross Blue Shield’s leadership training program. His exercises offer a practical, hands-on method for leaders to strengthen their ability to:

• ✔ Foster empathy in high-stakes decision-making
• ✔ Enhance active listening for more effective communication
• ✔ Increase flexibility and adaptability in leadership roles

Results:

Blue Cross Blue Shield continues to rely on this training annually as a core component of their leadership development program. The company recognizes that skills like flexibility, empathy, and deep listening cannot simply be taught through discussion alone—they must be experienced. Pj’s training has been identified as an effective, engaging, and lasting solution for developing the leadership competencies needed to navigate complex, people-driven challenges.

Client: MiddleOak Insurance Company

Service Area: Communication Training, Operational Efficiency, Policy Alignment

Consultant: Jeffrey Steiger

Challenge:

MiddleOak Insurance Company identified gaps in communication and operational misalignment between their underwriters and distribution teams. These inefficiencies led to tension points, confusion over policies, and breakdowns in how procedures were implemented and understood. To address these challenges, they engaged consultant Jeffrey Steiger to develop a structured, strategic approach to improve collaboration, clarity, and efficiency across departments.

Solution:

What began as a communication skills training program for underwriters and distribution evolved into a two-year consulting initiative aimed at analyzing and resolving key friction points within the company’s policies and processes. Mr. Steiger worked with MiddleOak to:

✔ Identify and analyze operational tensions where policy, procedure, and communication were misaligned

✔ Develop specialized trainings for both distribution and underwriting teams

✔ Facilitate cross-departmental communication workshops to strengthen collaboration

✔ Implement performance-based training techniques using experiential exercises and role-play scenarios

✔ Create living audio role-plays to reinforce real-world communication strategies

✔ Refine policy and procedural clarity to reduce misinterpretations and inefficiencies

Results:

Through this structured approach, MiddleOak Insurance saw improved operational efficiency, enhanced communication, and greater clarity in policy execution. By integrating performance-based techniques with experiential learning, employees were able to practice and internalize effective communication strategies that directly impacted their day-to-day roles and decision-making processes. The result was a more streamlined, cohesive, and aligned organization, ensuring that policies, procedures, and communication all functioned in sync.

Client: Global Self-Funded Non-Profit Organization

Service Area: Operational Strategy, Culture & Performance, Cross-Functional Alignment

Consultant: Janet Salem

Challenge:

The organization had successfully ramped up its sales and marketing efforts, generating significant momentum — but this growth revealed a major gap in execution. Silos between departments, unclear communication, and the absence of centralized operations created breakdowns in delivery, which in turn threatened client retention and long-term revenue sustainability. As client execution faltered, the financial impact became increasingly urgent.

To address this, leadership recognized the need for an operational overhaul — not just structurally, but culturally — and launched a dedicated operations department to bridge the divide between strategic intent and delivery

.Solution:

The organization established a new Chief Operating Officer (COO) position and stood up an operations department tasked with developing systems, processes, and cross-functional coordination tools. The approach combined traditional operational improvements with intentional focus on cultural transformation, driven by Gallup’s Q12 framework for employee engagement. Over the next three years, efforts included:

✔ Creating a centralized operations function to coordinate across departments

✔ Implementing scalable systems and processes that supported execution

✔ Using Gallup’s Q12 to assess and improve employee engagement

✔ Aligning team performance expectations with operational strategy

✔ Embedding cross-functional thinking into day-to-day workflows

✔ Designing culture-building interventions, including daily company-wide “recess” to reduce stress, increase connection, and improve team dynamics

Results:

The organization nearly doubled its revenue over three years, correlating with a measurable increase in employee engagement and improved client retention. With a stronger execution backbone and a vibrant, people-first culture, the organization saw a sustained shift in how teams collaborated. The daily practice of cross-functional coordination — supported both by structured systems and culture-enhancing rituals like mandatory afternoon “recess” — helped break down silos and foster a shared sense of ownership.

By combining operational rigor with emotional intelligence and intentional cultural design, the organization transformed its internal dynamics and positioned itself for long-term growth and impact.