Ty Givens is the Founder and CEO of CX Collective, a consultancy dedicated to transforming how fast-growing companies build and scale customer support operations. With over 25 years of experience across the customer service spectrum, Ty specializes in turning chaotic support teams into structured, strategic growth engines. She equips leaders with the systems, training, and confidence they need to deliver exceptional customer experiences while scaling effectively.
Here’s a glimpse of what you’ll learn:
- [02:15] How CX Collective helps startups and established companies build scalable customer experience teams
- [05:43] Ty’s LOOP methodology for transforming training into practical, applied learning
- [10:47] The courses and tools customer experience leaders need to eliminate imposter syndrome
- [16:00] Key KPIs for measuring customer experience success: CSAT, cost per contact, and NPS
- [20:32] The biggest mistakes leaders make when adopting AI in customer experience
- [22:16] Why clearly defined processes must come before AI integration
In this episode:
Delivering excellent customer experiences often looks simple from the outside—but the reality is far more complex. In this episode of Systems Simplified, host Adi Klevit welcomes back Ty Givens to discuss how systems, processes, and training reshape the world of customer support.
Ty introduces her LOOP methodology (Learn, Observe, Own, Prove), designed to help leaders absorb knowledge in plain language, see real-world examples, apply concepts directly to their environment, and leave with actionable playbooks. This approach eliminates imposter syndrome and enables managers to lead confidently with practical, usable systems.
Adi and Ty also explore the role of data and metrics in shaping customer success. From CSAT and NPS to cost per contact, Ty explains how businesses can build meaningful dashboards that tell a story about their customer experience. The discussion closes with an in-depth look at AI: its opportunities, its risks, and why clearly documented processes are essential before implementation.
Resources mentioned in this episode:
- Adi Klevit on LinkedIn
- Business Success Consulting Group
- Ty Givens on LinkedIn
- CX Collective
- Enhancing the Customer Experience Process With Ty Givens on Systems Simplified
Quotable Moments:
- “Customer experience is the umbrella—customer service is just one part of it.”
- “With LOOP, you’re not just learning concepts—you’re building a playbook you can use immediately.”
- “AI isn’t a problem solver, it’s a problem multiplier if your processes aren’t defined.”
- “Garbage in, garbage out—AI will execute chaos if you don’t set it up correctly.”
- “Metrics only matter if they tell a story about how customers experience your company.”
Action Steps:
- Define your brand voice before scaling customer support.
- Apply the LOOP methodology to turn learning into real-world execution.
- Track CSAT, NPS, and cost per contact as key indicators of customer experience.
- Build dashboards that connect operational data with customer feedback.
- Avoid treating AI as a plug-and-play tool—document processes first to ensure success.
Sponsor for this episode:
This episode is brought to you by Business Success Consulting Group.
At Business Success Consulting Group, we create custom processes and tailor-made management systems so businesses can thrive.
Businesses simply can’t survive without workable systems and well-documented processes. That’s why our team of experienced professionals takes care of it for you.
We provide business owners, entrepreneurs, and key executives with six phases to success, along with the long-lasting systems necessary to support business expansion.
So, what are you waiting for? Do yourself a favor and cut the chaos out of your business.
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