Charlotte Ward breaks down what teams need to succeed: tools, retrospectives, processes, data, and people. Automate routine tasks and let customers self-serve, then have humans handle the interactions that matter and build real relationships.
you have to set up an environment where they can succeed. So, you have to put those operations in place, you have to invest in tools, and retrospectives, and process, and data, and all of that is an investment, as well as your people. But really, what you're doing is you're setting your people up to succeed. Because if you can automate away anything, if you can make your customers self-serve, that's great. It means that Those customers aren't really engaging with your business, which is great for the customers in many ways. But the ones who do come to you, you want to build an environment where they can really build relationships with, with the people that they're talking to.
