How Systems Thinking and Coaching Affects CX

In the narrow frame of customer experience, technology offers unparalleled capabilities to transform how, where, when, and why we interact with customers. At Lyft, we use technology to understand customer journeys and context, creating high-quality experiences that solve for the entire customer (not just a transaction) and result in caring resolutions and customer loyalty. Instead of replacing humans, technology is providing us with context and information so we can resolve every customer issue.