CX/EX Transformation for State-Owned Lottery
CLIENT PROFILE
Industry: Public Sector Gaming
Scale: $1B+ in annual revenue
Geographic Reach: 3,500+ retailers statewide
Functional Scope: Call center operations, customer experience delivery
THE CHALLENGE
The state-owned lottery sought to elevate call center performance and customer experience amid operational inefficiencies. Employee training gaps, unclear bottlenecks, and fragmented vendor relationships hindered the employee-experience, inevitably impacting CX delivery. Leadership needed actionable insights to drive measurable improvements without disrupting sales or player trust while up-keeping employee morale.
The engagement required comprehensive diagnostics across employee experience, vendor performance, and operational workflows, plus a prioritized CX roadmap tailored to a regulated public entity.
THE APPROACH
Performance Diagnostic
Conducted 15 stakeholder interviews capturing frontline and leadership perspectives
Designed, deployed, and analyzed 30 employee surveys via Qualtrics to quantify EX gaps
Performed as-is process analysis identifying bottlenecks, vendor pain points, and CX barriers
Benchmarked against industry CX standards including typical NPS and eNPS performance
CX Strategy Development
Researched leading practices and outcomes from peer organizations
Synthesized insights from diagnostics into prioritized improvement opportunities
Facilitated 3 leadership workshops to validate findings and build consensus
Developed comprehensive CX roadmap with sequenced initiatives and success metrics
THE IMPACT
✓ Actionable CX roadmap delivered with prioritized initiatives and measurable KPIs
✓ Identified bottlenecks across training, EX, and vendor relationships resolved
✓ Quantified baseline metrics establishing NPS/eNPS improvement targets
✓ Leadership alignment achieved through data-driven workshops and presentation
✓ Implementation-ready plan positioned for immediate call center performance gains
KEY INSIGHT
Public sector CX transformations succeed through rigorous diagnostics combining quantitative surveys with qualitative insights. Employee experience directly drives customer outcomes—addressing EX gaps first unlocks sustainable CX gains in regulated environments.