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Everything
Some customer moments deserve more than 'ticket closed.'
I gave agents the tools, time, and permission to act on meaningful customer moments without scripting the humanity out of it.
Temporary infrastructure. Hundreds of thousands of people. Payments still had to feel ordinary.
At Coachella and Stagecoach I was on site from setup through three show weekends and teardown, adapting the deployment so payments could disappear into the event.