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TOTAL PLAY ANNOUNCES 16% GROWTH IN EBITDA TO Ps.5,483 MILLION IN THE FOURTH QUARTER OF 2024

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1 year ago

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—EBITDA margin of 49%, highest level since the company issues public debt—

—Capex for the quarter was equivalent to 29% of the company’s revenue, compared to Capex equivalent to 36% of revenue a year ago—

 —The EBITDA balance, net of Capex and interest, reached Ps. 816 million in the quarter and totaled Ps. 2,763 million for the full year—

MEXICO CITY, Feb. 26, 2025 /PRNewswire/ — Total Play Telecomunicaciones, S.A.P.I. de C.V. (“Total Play”), a leading telecommunications company in Mexico, which offers internet access, pay television and telephony services, through one of the largest 100% fiber optic networks in the country, announced today financial results for the fourth quarter of 2024 and full year 2024.

“The company’s strict financial discipline, solid operational efficiency initiatives, and the strategy to moderate subscriber base growth, significantly strengthened our profitability during the period,” commented Eduardo Kuri, CEO of Total Play. “Higher revenues, combined with cost reductions, led to double-digit EBITDA growth and a five-percentage-point increase in the EBITDA margin, to 49% — the highest level since the company issues public debt. The higher EBITDA, along with Capex that accounted for 29% of quarterly revenue, generated cash flow — defined as EBITDA less Capex and interest paid — of Ps. 816 million this period, marking the fourth consecutive quarter of solid cash generation.”

“Regarding the balance sheet, the Company announced on February 7 that it successfully completed the exchange of US$821 million, representing 94.3% of its exchange offer of up to US$870 million. The agreement involved exchanging US$566 million of existing notes due 2028 for new secured notes due 2032, along with the subscription of an additional US$255 million in cash. This transaction extends our maturity profile and enhances Total Play’s liquidity, further strengthening our capital structure,” added Mr. Kuri.

Fourth quarter results

Quarterly revenue totaled Ps. 11,176 million, a 5% increase from Ps. 10,674 million in the same period last year. Total costs and expenses were Ps. 5,693 million, down 4% from Ps. 5,938 million in the prior year.

As a result, Total Play’s EBITDA increased 16% to Ps. 5,483 million from Ps. 4,736 million a year ago. The EBITDA margin for the quarter reached 49%, five percentage points higher than the same period of 2023. The company reported operating income of Ps. 973 million, compared to Ps. 605 million a year earlier.

Total Play reported a net loss of Ps. 1,519 million, compared to a loss of Ps. 1,024 million in the same quarter of 2023.

   Q4 2023 

   Q4 2024 

  Change 

Ps. 

%

Revenue from services 

$10,674

$11,176

$502

5 %

EBITDA  

$4,736

$5,483

$747

16 %

Operating income 

  

Net result 

$605 

 

$(1,024) 

$973

  

$(1,519) 

$368 

 

$(495) 

61% 

 

(48)% 

Amounts in millions of pesos.
EBITDA: Earnings before interest, taxes, depreciation, and amortization.

Revenue from services

The company’s revenue grew by 5%, driven by an 8% increase in the residential segment revenue, partially offset by a 12% decline in enterprise revenue.

Totalplay Residencial’s revenue increased to Ps. 9,655 million, up from Ps. 8,945 million a year ago, driven by a 9% rise in the number of subscribers compared to the same quarter last year. The total subscriber base reached 5,219,782 this period, including 68,996 small and medium-sized businesses. The company attributes this growth to its ability to provide technologically advanced internet services with superior stability and speed, continuous innovation in its entertainment platform, and excellence in customer service.

Compared to the previous quarter, the subscriber base grew by 95,349 users, in line with Total Play’s strategy of moderating its subscriber base growth.

The average revenue per user (ARPU) for the quarter was Ps. 607, compared to Ps. 616 a year ago.

At the end of the period, Total Play had passed 17,599,524 homes in Mexico, a minor change from 17,556,755 homes a year earlier. This is part of the company’s strategy to refrain from expanding geographic coverage, focusing instead on further strengthening its cash flow generation.

Penetration — the proportion of homes passed by Total Play that have subscribed to the company’s telecommunications services — reached 29.7% at the end of the quarter, up from 27.2% a year ago.

Revenue from the enterprise was Ps. 1,521 million, down from Ps. 1,729 million a year ago. This decrease is attributed to the completion of projects with predetermined duration, scheduled to conclude this quarter.

Costs and expenses

Total costs and expenses decreased 4%, driven by a 17% reduction in service costs, partially offset by a 3% increase in general expenses.

The decrease in costs, from Ps. 2,064 million last year to Ps. 1,708 million this year, is mainly due to lower content costs and the completion of business projects during the quarter, partially offset by higher link and membership costs.

The increase in expenses, from Ps. 3,874 million to Ps. 3,985 million, reflects higher maintenance expenses as the company’s operations grow, partially offset by lower advertising and personnel expenses.

EBITDA and net result

Total Play’s EBITDA was Ps. 5,483 million, a 16% increase compared to Ps. 4,736 million in the previous year.

The key variations below EBITDA were as follows:

A Ps. 379 million increase in depreciation and amortization, primarily due to user acquisition costs, telecommunications equipment, labor, and installation expenses.

A Ps. 228 million increase in interest expense, consistent with a higher financial debt balance, driven by the depreciation of the exchange rate on foreign currency-denominated debt and the issuance of Certificados Bursatiles, as well as an increase in the cost of debt.

A foreign exchange loss of Ps. 817 million this quarter, compared to a foreign exchange gain of Ps. 613 million in the same period last year. This was due to net liability monetary position in foreign currency, along with the depreciation of the peso against the basket of currencies in which the company’s monetary liabilities are denominated, in contrast to the appreciation of the peso in the previous year.

Total Play reported a net loss of Ps. 1,519 million, compared to a loss of Ps. 1,024 million in the same period of 2023.

Balance sheet

As of December 31, 2024, the company’s debt with cost was Ps. 56,278 million, up from Ps. 52,199 million a year ago. This increase reflects the impact of the exchange rate depreciation on foreign currency-denominated debt and the issuance of Certificados Bursatiles during the period.

Lease liabilities were Ps. 4,490 million, 21% less in comparison to Ps. 5,665 million a year ago.

The balance of cash and cash equivalents, including restricted cash held in trusts, was Ps. 5,743 million, compared to Ps. 5,754 million a year ago. As a result, the company’s net debt was Ps. 55,025 million, up from Ps. 52,110 million in the prior year.

The debt ratio — Net Debt/EBITDA for the last two annualized quarters — was 2.53x.

Total Play’s fixed assets — including accumulated investments in fiber optics, telecommunications equipment, and subscriber acquisition costs, among other assets — was Ps. 61,504 million in comparison to Ps. 61,946 million a year ago.

In a subsequent event, on January 7, the company announced an exchange offer for holders of the US$600 million Senior Notes due 2028, with interest rate of 6.375%, for New Senior Secured Notes due 2032 with interest rate of 11.125%. The agreement included a 45% additional cash subscription by Senior Notes holders, exchanged for the New Senior Secured Notes. On February 7, the company announced that it successfully completed the US$821 million exchange, which included the exchange of US$566 million in Senior Notes and the subscription of an additional US$255 million in cash.

Twelve-month results

Total revenue for 2024 was Ps. 44,530 million, a 10% increase from Ps. 40,503 million a year ago, driven by an 8% rise in residential revenue and a 19% growth in enterprise revenue.

Total costs and expenses grew 6% to Ps. 23,574 million from Ps. 22,142 million, reflecting a 4% increase in service costs and an 8% rise in expenses.

Total Play reported EBITDA of Ps. 20,956 million, up 14% from Ps. 18,361 million in the prior year, with the EBITDA margin increasing two-percentage points to 47%. Operating income grew to Ps. 3,844 million, compared to Ps. 2,316 million in 2023.

The company recorded a net loss of Ps. 7,504 million, compared to a loss of Ps. 3,147 million a year earlier.

2023

2024

   Change

Ps.

%

Revenue from services

$40,503

$44,530

$4,027

10 %

EBITDA      

$18,361

$20,956

$2,595

14 %

Operating income

 

Net result     

$2,316

 

$(3,147)

$3,844

 

$(7,504)

$1,528

 

$(4,357)

66%

 

—-

Amounts in millions of pesos.
EBITDA: Earnings before interest, taxes, depreciation, and amortization.

About Total Play

Total Play is a leading Triple Play provider in Mexico that, thanks to the widest direct-to-home fiber optic network in the country, offers entertainment and technologically advanced services with the highest quality and speed in the market. For the latest news and updates about Total Play, visit: www.totalplay.com.mx.

Total Play is a Grupo Salinas company (www.gruposalinas.com), a group of dynamic, fast-growing, and technologically advanced companies focused on creating economic value through market innovation and goods and services that improve standards of living; social value to improve community well-being; and environmental value by reducing the negative impact of its business activities. Created by Mexican entrepreneur Ricardo B. Salinas (www.ricardosalinas.com), Grupo Salinas operates as a management development and decision forum for the top leaders of member companies. Each of the Grupo Salinas companies operates independently, with its own management, board of directors, and shareholders. Grupo Salinas has no equity holdings. The group of companies shares a common vision, values, and strategies for achieving rapid growth, superior results, and world-class performance.

Except for historical information, the matters discussed in this press release are concepts about the future that involve risks and uncertainty that may cause actual results to differ materially from those projected. Other risks that may affect Total Play and its subsidiaries are presented in documents sent to the securities authorities.

Investor Relations:

Bruno Rangel

Rolando Villarreal

+ 52 (55) 1720 9167

+ 52 (55) 1720 9167

jrangelk@totalplay.com.mx

rvillarreal@totalplay.com.mx

Press Relations:

Luciano Pascoe
Tel. +52 (55) 1720 1313 ext. 36553
lpascoe@gruposalinas.com.mx

 

TOTAL PLAY TELECOMUNICACIONES, S.A.P.I.  DE C.V. AND SUBSIDIARIES

CONSOLIDATED QUARTERLY INCOME STATEMENTS

(Millions of Mexican pesos)

4Q23

4Q24

Change

$

%

$

%

$

%

Revenue from services

10,674

100 %

11,176

100 %

502

5 %

Cost of services

(2,064)

(19 %)

(1,708)

(15 %)

356

17 %

Gross profit

8,610

81 %

9,468

85 %

858

10 %

General expenses

(3,874)

(36 %)

(3,985)

(36 %)

(111)

(3 %)

EBITDA

4,736

44 %

5,483

49 %

747

16 %

Depreciation and amortization

(4,131)

(39 %)

(4,510)

(40 %)

(379)

(9 %)

Operating profit 

605

6 %

973

9 %

368

61 %

Financial cost:

Interest revenue

53

0 %

67

1 %

14

26 %

Change in fair value of financial instruments

(135)

(1 %)

25

0 %

160

119 %

Accrued interest expense

(1,461)

(14 %)

(1,689)

(15 %)

(228)

(16 %)

Other financial expenses

(33)

(0 %)

(194)

(2 %)

(161)

n.m. 

Foreign exchange gain (loss) – Net

613

6 %

(817)

(7 %)

(1,430)

n.m. 

(963)

(9 %)

(2,608)

(23 %)

(1,645)

(171 %)

Loss before income tax provisions

(358)

(3 %)

(1,635)

(15 %)

(1,277)

n.m. 

Income tax provision

(666)

(6 %)

116

1 %

782

117 %

Net loss for the period

(1,024)

(10 %)

(1,519)

(14 %)

(495)

(48 %)

 

 

TOTAL PLAY TELECOMUNICACIONES, S.A.P.I. DE C.V. AND SUBSIDIARIES

CONSOLIDATED ACCUMULATED INCOME STATEMENTS

(Millions of Mexican pesos)

Accumulated

Accumulated

12M23

12M24

Change

$

%

$

%

$

%

Revenue from services

40,503

100 %

44,530

100 %

4,027

10 %

Cost of services

(7,801)

(19 %)

(8,108)

(18 %)

(307)

(4 %)

Gross profit

32,702

81 %

36,422

82 %

3,720

11 %

General expenses

(14,341)

(35 %)

(15,466)

(35 %)

(1,125)

(8 %)

EBITDA

18,361

45 %

20,956

47 %

2,595

14 %

Depreciation and amortization

(16,045)

(40 %)

(17,112)

(38 %)

(1,067)

(7 %)

Operating profit

2,316

6 %

3,844

9 %

1,528

66 %

Financial cost:

Interest revenue

191

0 %

302

1 %

111

58 %

Change in fair value of financial instruments

(463)

(1 %)

(1,099)

(2 %)

(636)

(137 %)

Accrued interest expense

(5,528)

(14 %)

(6,345)

(14 %)

(817)

(15 %)

Other financial expenses

(506)

(1 %)

(271)

(1 %)

235

46 %

Foreign exchange gain (loss) – Net

3,384

8 %

(4,443)

(10 %)

(7,827)

n.m. 

(2,922)

(7 %)

(11,856)

(27 %)

(8,934)

n.m. 

Equity interest in net results of non-controlling entities

(19)

(0 %)

–

0 %

(19)

(100 %)

Loss before income tax provisions

(625)

(2 %)

(8,012)

(18 %)

(7,387)

n.m. 

Income tax provision

(2,522)

(6 %)

508

1 %

(3,030)

(120 %)

Net loss for the period

(3,147)

(8 %)

(7,504)

(17 %)

(4,357)

(138 %)

 

TOTAL PLAY TELECOMUNICACIONES, S.A.P.I. DE C.V. AND SUBSIDIARIES

CONSOLIDATED BALANCE SHEETS

(Millions of Mexican pesos)

As of December 31,

2023

2024

Change

$

%

$

%

$

%

Assets

CURRENT ASSETS

Cash and cash equivalents

2,377

3 %

3,355

4 %

978

41 %

Restricted cash in trusts

3,377

4 %

2,388

3 %

(989)

(29 %)

Customers – net

4,426

5 %

3,319

4 %

(1,107)

(25 %)

Other accounts receivable

183

0 %

–

0 %

(183)

(100 %)

Derivative financial instruments

–

0 %

451

1 %

451

n.a.

Recoverable taxes

4,141

5 %

3,719

4 %

(422)

(10 %)

Related parties

367

0 %

251

0 %

(116)

(32 %)

Inventories

2,926

3 %

2,708

3 %

(218)

(7 %)

Prepaid expenses

529

1 %

499

1 %

(30)

(6 %)

Total current assets

18,326

21 %

16,690

20 %

(1,636)

(9 %)

NON-CURRENT ASSETS

Related parties

237

0 %

284

0 %

47

20 %

Property, plant and equipmente – Net

61,946

71 %

61,504

73 %

(442)

(1 %)

Rights-of-use assets -Net

4,780

5 %

3,184

4 %

(1,596)

(33 %)

Trademarks and other assets

2,099

2 %

2,458

3 %

359

17 %

Total non-current assets

69,062

79 %

67,430

80 %

(1,632)

(2 %)

Total assets

87,388

100 %

84,120

100 %

(3,268)

(4 %)

Liabilities and Stockholders’ Equity

SHORT-TERM LIABILITIES

Financial debt

4,573

5 %

7,846

9 %

3,273

72 %

Lease liabilities

2,338

3 %

2,508

3 %

170

7 %

Trade payables

13,373

15 %

13,746

16 %

373

3 %

Reverse factoring

2,234

3 %

1,590

2 %

(644)

(29 %)

Other payables and payable taxes

1,416

2 %

1,672

2 %

256

18 %

Related parties

1,012

1 %

1,216

1 %

204

20 %

Liabilities from contracts with customers

994

1 %

720

1 %

(274)

(28 %)

Interest payable

316

0 %

259

0 %

(57)

(18 %)

Derivative financial instruments

175

0 %

–

0 %

(175)

(100 %)

Total short-term liabilities

26,431

30 %

29,557

35 %

3,126

12 %

LONG-TERM LIABILITIES

Financial debt

47,626

54 %

48,432

58 %

806

2 %

Lease liabilities

3,327

4 %

1,982

2 %

(1,345)

(40 %)

Derivative financial instruments

1,442

2 %

–

0 %

(1,442)

(100 %)

Employee benefits

74

0 %

93

0 %

19

26 %

Deferred income tax

5,253

6 %

5,401

6 %

148

3 %

Total long-term liabilities

57,722

66 %

55,908

66 %

(1,814)

(3 %)

Total liabilities

84,153

96 %

85,465

102 %

1,312

2 %

STOCKHOLDERS’ EQUITY

3,235

4 %

(1,345)

(2 %)

(4,580)

(142 %)

Total liabilities and stockholders’ equity

87,388

100 %

84,120

100 %

(3,268)

(4 %)

 

 

TOTAL PLAY TELECOMUNICACIONES, S.A.P.I. DE C.V. AND SUBSIDIARIES

CONSOLIDATED STATEMENTS OF CASH FLOWS

(Millions of Mexican pesos)

12th months period ended

December 31,

2023

2024

Operating activities:

Loss before income tax provision

(625)

(8,012)

Items not requiring the use of resources:

Depreciation and amortization

16,045

17,112

Employee benefits

16

23

Items related to investing or financing activities:

Accrued interest income

(191)

(302)

Accrued interest expense and other financial transactions

6,497

7,715

Unrealized exchange (gain) loss

(3,420)

4,077

Non-controlling participation

19

–

18,341

20,613

Resources (used in) generated by operating activities:

Customers and unearned revenue

1,087

832

Other receivables

52

183

Related parties, net

388

244

Taxes to be recovered

(330)

422

Inventories

(584)

218

Advance payments

379

30

Trade payables

2,403

560

Other payables

(1,021)

248

Cash flows generated by operating activities

20,715

23,350

Investing activities: 

Acquisition of property, plant and equipment

(15,627)

(12,146)

Other assets

19

(44)

Collected interest

191

302

Cash flows (used in) investing activities

(15,417)

(11,888)

Financing activities:

Loans received

6,034

(460)

Leasing cash flows

(2,650)

(2,284)

Restricted Cash in Trusts

(1,389)

988

Reverse factoring

(457)

(643)

Derivative financial instruments

(1,000)

(2,038)

Interest payment

(5,349)

(6,047)

Cahs flows used in financing activities

(4,811)

(10,484)

Net increase in cash and cash equivalents

487

978

Cash and cash equivalents at the beginning of the year 

1,890

2,377

Cash and cash equivalents at the end of the year 

2,377

3,355

 

View original content:https://www.prnewswire.com/news-releases/total-play-announces-16-growth-in-ebitda-to-ps5-483-million-in-the-fourth-quarter-of-2024–302386723.html

SOURCE Total Play Telecomunicaciones, S.A.P.I. de C.V.

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Technology

Bobby Lehew Named commonsku’s Chief AI Officer — an Industry First in Promo

Published

33 minutes ago

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April 20, 2026

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TORONTO, April 20, 2026 /CNW/ – commonsku, the connected workflow platform trusted by 950+ distributors driving $1.9 billion in network volume, today announced the creation of a dedicated AI + Strategy role, promoting Bobby Lehew to Chief AI Officer to lead the company’s AI initiative for customers and the platform. The move makes commonsku the first platform in the promotional products industry to invest at the leadership level in AI strategy shaped directly by distributor needs.

The new role bridges the gap between what AI can do and what commonsku’s customers need it to solve, owning the intelligence loop between customers, product, and the AI landscape. What makes the role distinct: it combines AI landscape intelligence, product strategy influence, direct customer engagement, and industry thought leadership in a single role.

A Natural Evolution

Lehew brings more than 30 years of experience in the promotional products industry to the role. Prior to joining commonsku, he was the CEO of Robyn Promotions, a company among the first wave of distributors who architected the model of technology driven e-commerce company stores in the industry, earning three consecutive Inc. 5000 rankings. Always tech-forward in his work, his industry recognition includes multiple Gold and Silver PPAI Pyramid Awards.

The shift to AI strategy is a natural next chapter for Lehew. At commonsku, he built the company’s content engine from scratch — co-hosting the skucast (350+ episodes, the #1 promotional products podcast) while leaning heavily into AI for all his work. He is editor of The AI Promo Brief, the industry’s go-to resource for AI developments in promotional products, and speaks frequently on the future of merch and the cultural shifts transforming how we sell. At PPAI Expo 2026, his AI session packed the room to capacity and was named a must-attend session by PPAI editors. The industry has been watching Lehew move deeper into AI for over a year. This role makes it official.

Investing in AI for Customers

“The industry is at an inflection point with AI, and distributors need a partner who understands their business,” said Catherine Graham, CEO of commonsku. “commonsku has always been built ‘by promo, for promo.’ Bobby has three decades of that expertise, a passion for helping our customers, and the strategic insight to shape AI tools for future growth. This role reflects our mission: making sure our AI tools solve real problems for real distributors.”

“The companies pulling ahead are the ones leading with customer intelligence – letting what they learn from their community shape what they build and advancing with the frontier of AI development. That’s what this role is designed to do. I’ll be talking with our customers at every level about AI and making sure the features we build make work smarter, drive growth, and eliminate friction.” said Lehew.

“Bobby and I have been creative partners for years, always pushing each other to see around corners for this industry,” said Mark Graham, President of commonsku. “We’ve launched multiple projects together and helped educate and raise the standard for what the future distributor can look like. This role is a natural evolution of that passion. He deeply understands the industry and the distributor’s pain points, and he sees with us an incredible opportunity with AI. We’re thrilled to build commonsku’s AI future together.”

commonsku’s AI investments are already in motion. The skubot Mockup Generator is in beta with Advanced and Enterprise customers, a new Opportunity Agent is entering beta as an AI-powered business intelligence tool, and the company’s immediate roadmap includes a Description Rewriter, Auto-Art Configuration, and a Presentation Generator with much more to come.

About commonsku

commonsku is the workflow platform of choice for the promotional products industry. Built by industry experts, it combines CRM, order management, and social collaboration tools in one cloud-based solution. Over 950 distributors and the industry’s largest suppliers rely on commonsku to power $1.9 billion in network volume. With commonsku, teams process more orders, work more efficiently, and grow their sales faster. Learn more at www.commonsku.com.

SOURCE commonsku

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Technology

The Oxygen Plan Corporation Files Utility Patent on O2OS™ Pre-Diagnostic Behavioral Health Architecture — Measurement, Routing, Reimbursement, Governance; 2008 Prior Art

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33 minutes ago

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April 20, 2026

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Four-layer architecture spans measurement, routing, reimbursement, and governance. 2008 filing predates the Apple App Store and the current generation of digital behavioral health platforms.

MINNEAPOLIS, April 20, 2026 /PRNewswire-PRWeb/ — The Oxygen Plan Corporation today filed a Track One (prioritized examination) utility patent application covering the O2OS™ architecture — spanning measurement, routing, reimbursement, and governance — with foundational disclosures dating to April 22, 2008.

We built the pre-diagnostic measurement layer to make risk visible before it becomes a clinical event. Our role is architecture and calibration. Deployment, operations, and vertical execution sit with institutional partners. — Eric Lucas, Founder-Governor • The Oxygen Plan Corporation

O2OS™ establishes a structured, pre-diagnostic measurement framework that makes behavioral health risk visible, routable, and economically measurable before it becomes a clinical event.

The 2008 filing predates the launch of the Apple App Store.

The subsequent 2009 PCT publication predates the current generation of digital behavioral health platforms.

THE ARCHITECTURE

O2OS™ is a four-layer operating system for behavioral health:

Measurement — Stress Number™, a composite score across Home, Work, and Social domains (each scored 0–100), designed to produce a bounded, interoperable pre-diagnostic behavioral health signalRouting — Smart Referral Engine™, threshold-triggered and tri-hierarchical, designed to match individuals to appropriate resourcesReimbursement — CPT-aligned workflow support, intended to enable billing integrationGovernance — the Automated Governance Utility™, a license registry and access control layer designed to support neutrality and structured participation

The system operates as a closed-loop architecture in which pre-diagnostic measurement informs routing, routing aligns with reimbursement pathways, and governance enables coordinated operation at scale.

STRUCTURAL GAPS

Behavioral health systems currently operate with two unresolved structural gaps:

Penetration Gap — the majority of individuals remain unmeasured at the pre-diagnostic stageRouting Gap — measured individuals are not consistently routed to appropriate resources

O2OS™ is designed as a pre-diagnostic measurement and routing architecture that addresses both conditions within a unified system.

FEDERAL ALIGNMENT

O2OS™ is aligned with established federal and reimbursement pathways, including CMS Coverage with Evidence Development (CED), CPT 96127 and CPT 96138, Medicaid 1115 Waivers, HEDIS quality measures, and CMS Aim 1 for prevention and early detection.

CLINICAL VALIDATION

Stress Number™ has been validated working in collaboration with Mayo Clinic (Archives of Psychology, 2018, N=292). O2OS™ functions as a pre-diagnostic measurement layer designed to support routing toward existing clinical tools and workflows.

About The Oxygen Plan Corporation

The Oxygen Plan Corporation develops O2OS™ — a pre-diagnostic measurement, routing, reimbursement, and governance architecture for behavioral health. Foundational disclosures date to 2008 prior art, with peer-reviewed clinical validation conducted working in collaboration with Mayo Clinic.

Learn more at:

www.theoxygenplan.com

Statements describe system architecture, intended capabilities, and alignment pathways. Implementation and outcomes vary by partner, deployment, and regulatory context.

Media Contact

Chris Lechuga, The Oxygen Plan Corporation, 1 877 897-6520, chris@rockerpr.com, www.theoxygenplan.com

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SOURCE The Oxygen Plan Corporation

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Technology

West Monroe Named in Customer Experience Strategy Consulting Services Landscape by Independent Research Firm

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33 minutes ago

on

April 20, 2026

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Firm believes inclusion reflects its ability to connect customer experience, AI, and execution to measurable business outcomes

CHICAGO, April 20, 2026 /PRNewswire/ — West Monroe, a global business and technology consulting firm, announced it has been named among Notable Providers in The Customer Experience Strategy Consulting Services Landscape, Q2 2026. The report serves as a resource for executives and customer experience leaders evaluating customer experience strategy consulting providers, offering an overview of 28 providers across the market based on factors such as geographic focus, industry expertise, and business scenarios.

As organizations look to increase customer stickiness and drive growth, many are increasing investment in customer experience strategy while also exploring how AI can enable more personalized, efficient, and scalable experiences. At the same time, organizations face growing pressure to demonstrate clear business value—driving demand for partners that can embed data and AI into end-to-end customer journeys and translate those investments into measurable outcomes.

“Customer experience is evolving as AI expands what’s possible—and raises the bar for how organizations deliver it,” said Chuck Malone, Platforms & Customer Strategy Lead at West Monroe. “We believe our inclusion reflects our focus on helping clients move beyond strategy to execution, embedding data and AI into customer journeys in a way that improves engagement, strengthens retention, and delivers measurable business results.”

West Monroe brings longstanding experience helping organizations design and implement customer-centric strategies across industries including healthcare, banking, energy and utilities, insurance, and consumer & industrial products.

As part of the report, Forrester asked each provider included in the Landscape to identify the business scenarios for which clients most often engage them and highlighted extended scenarios that differentiate providers. In addition to the core business scenarios identified in the report—business assessment and analysis, customer research, and vision and strategy setting—West Monroe highlighted prioritization and roadmapping, technology transformation, and workforce enablement among the extended scenarios.

A core focus of the firm’s customer experience work is contact center and service transformation—helping organizations redesign customer journeys, modernize operations, and implement AI-enabled platforms to improve service experiences and reduce cost-to-serve.

The firm’s customer experience work has delivered measurable results for clients across industries, including:

Healthcare: Redesigned critical contact center workflows for a healthcare organization, improving first-call resolution by 68%, reducing clinic task volume by 33%, and increasing patient satisfaction.Energy & Utilities: Built a Salesforce-powered digital portal in 60 days to support solar rebate programs, reducing approval timelines by more than 60% and enabling administration of 25+ clean energy programs.Banking: Led a digital transformation for a mid-market bank, reimagining onboarding, servicing, and program management—driving more than $100M in new deposits, $550K+ in annual cost avoidance, and a 96% platform adoption rate.

Learn more about West Monroe’s customer experience services: https://www.westmonroe.com/services/customer-experience-platforms.

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.

About West Monroe

West Monroe is a global business and technology consulting firm passionate about creating value for our clients. We co-create solutions that accelerate results now and prepare industries to tackle what’s next. We’re excited by the possibilities that technology creates. We work with our clients to deliver on the possible, building on their goals, generating fresh insights and creating inspiring outcomes.

We excel at the intersection of industry, strategy, people and technology—always driving rapid impact. Our all-in approach comes from our unique employee ownership structure. Our clients’ success is our success. From the beginning, our growth has come from putting people at the center. Fortune and USA Today consistently celebrate West Monroe as a top workplace, and we’re recognized as a leading consultancy by Forbes and Business Insider. Let’s find more value for your business.

Share our passion at westmonroe.com

Media Inquiries
Christina Galoozis
Director, Communications & Public Relations
cgaloozis@westmonroe.com
847-302-1762

Shira Cohen
Manager, Public Relations
scohen@westmonroe.com
443-841-6879

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SOURCE West Monroe

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