Imagine: Your phone rings in the middle of a busy workday, you contemplate answering in case it’s a spam call, then choose to answer and find yourself talking to an agent from the National Lottery on the other end of the line. You’ve won an incredible amount of money and are probably immediately elated, but what happens next? This is what Andrew and his team had to unpack. The consequences of being plunged into sudden wealth can be profound and without the correct support can be a curse on people’s lives rather than the blessing we might imagine it to be from the outside looking in.  

So, Andrew and his team set out on creating the ‘optimal winner experience’ a combination of CX design, omnichannel and customer journey mapping tools in conjunction with workforce engagement strategies to create the best winning journey. Through conducting several interviews and creating a clear mission for Camelot employees to buy in to, the outcomes in core metrics were staggering. Join this session to learn how Andrew drove CSAT scores up to a whopping 97%, employee engagement scores up to 95% and garnered fantastic testimonials from winners.