facts
the evidence
Real results. Real recognition. The work speaks for itself.
Operational Reset
The Discipline of Transformation Through Simplification
- $22M (70%) reduction in year-over-year operating costs
- Technology software spend reduced from $10.5M to $4.6M
- 235 vendor platforms consolidated down to 141
- 52 internally-built applications eliminated (100%)
- 349-day transformation from Chapter 11 to profitability
“Growth alone does not create durability. The ability to simplify — deliberately and decisively — is what enables a company to endure.”
— Gershwin Exeter, Chief Experience Officer
The Decoupled Growth Model
How Thrasio Transformed into an AI-First CPG Leader
- Operational headcount reduced by 80% ($15.8M savings)
- 29 projects completed in a single calendar year
- 1,560-hour roadmap completed in 440 hours (71.8% efficiency gain)
- Creative development cycle compressed from 14 days to 15 minutes
- 94% customer satisfaction score vs. 85% industry standard
“We have moved from a labor-intensive model to a strategic-oversight model. The future of operations is lean, data-driven, and AI-first.”
— Gershwin Exeter, Chief Experience Officer
Back-to-Back-to-Back Excellence
Sustaining Top 1% Customer Experience While Achieving Top 1% Employee Experience
- Three consecutive years of top 1% CX performance
- 0% voluntary attrition during transformation period
- 89% of ticket volume handled by AI and automations
- 70% operating cost reduction while maintaining elite standards
- +71 employee satisfaction score (26 point increase vs. previous regime)
“By institutionalizing predictive operations, Thrasio transformed CX and EX excellence from an aspiration into a system that held through crisis and scaled into profitability.”
— Gershwin Exeter, Chief Experience Officer
Featured In
Articles, Features & Appearances
Case studies and articles in which Gershwin Exeter was featured.