Over Their Shoulder
Eleven days of one customer's phone in ninety seconds, then the fixed version.
The job
Makes leaders feel a failing journey by replaying one typical real conversation on a phone screen at speed, with how many customers lived it and what it costs. Proves the funded fix by replaying a real conversation of the same kind afterwards.
The moment
The board watches eleven days of one real customer's phone conversation, replayed in 90 seconds.
The bot asks for the customer's ID four times, a human only arrives on day three, and the customer types "forget it".
A counter underneath shows 6,840 customers went through the same thing this month, costing $410,000.
Six weeks after the fix is funded, a second phone replays the same request: it takes 40 seconds and ends with "thank you". The counter has fallen to 1,120.
What it does
- Log a funded "never again" fix
- Notify the fix owner
- Override the median pick
- Open the source conversation
What you see
Two phone frames replaying real threads in accelerated time with a racing clock, synthesised pings and a scale counter
What it moves
Customers going through the failing journey each month and its handling-time cost in dollars, and the median length of conversations for that request.
Built for
- Executives & leadership
- CX leaders & VoC
- Product & digital
- Frontline staff
