Delivering excellent customer experiences often looks simple from the outside—but the reality is far more complex. In this episode of Systems Simplified, host Adi Klevit welcomes back Ty Givens to discuss how systems, processes, and training reshape the world of customer support.
Ty introduces her LOOP methodology (Learn, Observe, Own, Prove), designed to help leaders absorb knowledge in plain language, see real-world examples, apply concepts directly to their environment, and leave with actionable playbooks. This approach eliminates imposter syndrome and enables managers to lead confidently with practical, usable systems.
Adi and Ty also explore the role of data and metrics in shaping customer success. From CSAT and NPS to cost per contact, Ty explains how businesses can build meaningful dashboards that tell a story about their customer experience. The discussion closes with an in-depth look at AI: its opportunities, its risks, and why clearly documented processes are essential before implementation.
