Megan Lukitsch
Vice President of Global Sales, CX at CSG
Expert insights
- I got to my destination 28 hours late, but I didn’t spend one second fixing the problem myself. The brand did all of it for me.
- Know who I am, know what I’m trying to get done and get me there as fast and as efficiently as possible. It wasn’t exceptional, but it was frictionless.
- Get everybody that’s involved in a customer journey or experience in the same place… walk out a few hours and map the whole thing out. Put it on a whiteboard.
- Look at every step along the way and ask three questions. The first is, why does this step even exist? Who owns it? And what happens if we remove it?
- I think one of the biggest aha moments is you tend to discover that your process is built for your brand’s internal convenience and not built to drive customer outcome.
- You’re going to start with your baseline economics. What’s your current cost to serve per interaction?
- You can start looking at cost down and value up… We reduced average resolution time by X and eliminated Y percent of repeated contacts and that created Z in annualized savings.
- If you’ve got your financial story there and you’ve got both growth levers and margin levers at the same time… It’s now this isn’t just this nice to have theory. It’s actually a...