Solution: An example from customer support

A client of mine in customer support is constantly being asked to cut costs. The obvious response is to list all costs and identify which you might be able to cut. We chose instead to start with vision. Because every other organization is working to replace their robotic customer support systems with slightly better but still-not-as-good-as-a-person systems, we decided to develop a vision for the future of customer support. Namely, that customers can easily reach a person when they want to, and the systems Systems and processes are so good and proactive that they almost never need to. Just like the NASA example from the last video, this focus becomes clarifying for any decision or investment. Will this either one, make it easier for a customer to reach a person if they want to or two, improve the systems and processes so they almost never need to. And now they're in the process of transforming their customer support from a cost center to a profit center.