The audit was a vivisection. Viktor mapped their "customer journey" not as a neat flowchart but as a sprawling disaster: IVR (Interactive Voice Response) dead ends, three uncoordinated back-office teams, a quality monitoring form with forty irrelevant fields. The biggest sin: they had no "root cause" process. They were extinguishing fires while the arsonist—a broken billing system—kept lighting matches.
A young agent named Hala answered. A man was furious—his internet was down for the third time this month. Old Sara would have seen a detractor. New Sara saw an opportunity.
On day one, Viktor sat with Sara and asked one question: “What is your transaction flow for a password reset?”