Lightico’s Post

When sales leaders make customer experience their priority - the commercials follow... I had the absolute pleasure of chatting to Barry Shields, Head of Sales & Service at Three UK about digital transformation and he shared this gem: "We made customer experience and compliance our number one priorities. Everything else—efficiency, revenue per user and higher conversion rates—followed as a natural result." Like many of us in regulated industries, Three UK was wrestling with a familiar challenge—balancing compliance with a seamless customer experience. When new regulations landed, their call center sales journey times jumped from 30-40 minutes to over an hour, leaving both customers and advisors feeling frustrated. But instead of getting stuck, Barry and his team flipped the script: 👉 What would I want as a customer? 👉 How can we make compliance effortless? By teaming up with Lightico, they pulled off something pretty remarkable: 🚀 Cut AHT by 10 minutes 🚀 Achieved full compliance (99%) 🚀 Boosted NPS by 10+ points The real magic? Their advisors were finally freed from endless scripts—now they could have real, meaningful conversations with customers instead of just ticking regulatory boxes. Barry's advice to other organizations struggling with the CX vs Compliance balance: "Be brave when it comes to digital transformation. Customers are engaging in new ways, and we need to meet them where they are." Our chat was a powerful reminder that the best technology doesn't replace human connections—it makes them even more powerful. I'm curious: How is your organization bridging the gap between compliance and customer experience? Drop a comment and let me know! #CustomerExperience #DigitalTransformation #SalesLeadership #Compliance #CX