Insights
Our client asked for a perspective on how they might streamline a complex customer service experience that was driving significant dissatisfaction, cost and churn. I led a team of amazing researchers, strategists and designers through a deep dive into their complex ecosystem, market research & insights and primary customer insights.
We developed a comprehensive transformation strategy addressing digital self service, support agent experience and technology roadmap to implement GenAI tools into a unified UI. Our approach enables our client to extract insights and actions from highly-sensitive platform data in a secure and auditable manner.
Business Case
TBD
Acceleration and automation
TBD
The true cost of platform-centric thinking
Empowering agents to serve people, not platforms
Cognative load
Escalation
etc.
etc.
Outcomes
This work was delivered to Meta's Technology and CX Operations leaders. We were fortunate to be engaged at a time when these two organizations were merging. This allowed us to align a number of disparate initiatives around the strategy, and establish the necessary cross-functional teams.
In addition to defining new ways of working internally, our work extended to designing a new product in the CX Operations environment that uses Generative AI to simplify the agent and customer interactions, reducing demand on customer support and enabling agents to elevate to platform advisors.
