I’ve had a lot of conversations recently on how Lorikeet’s Coach and tools like Claude Code have raised the bar for what customer experience  and operations leaders can achieve in their day-to-day work.

What’s obvious is that agentic operations is the real deal. It's clear a gap will emerge between leaders able to orchestrate their agents to do productive work across operations and those too busy to get started. The good news is we're barely at the 'end of the beginning' with 99% of organisations and people still setting off on the journey.

So where should you as a customer or operations leader begin?

Start simple

Install Claude Code. Create a single project folder.

That’s it.

Just a folder with text files and clear instructions. It works through written commands, not traditional code.

Give it access to one folder and one tool. You decide exactly what it can see and what it can touch. Most people begin with email or calendar, then expand from there as trust builds. You remain the human in the loop.

If you’re struggling with those first steps - have a look at this quick guide to get Claude Code installed. If you’re using Lorikeet, it’s as simple as opening up our web app and using Coach.

Provide context

These systems are powerful, but they don’t know your world unless you tell them.

Create a plain text file that explains who you are, what you’re responsible for, and how you like to work. Think of it as onboarding a new team member.

You could include:

• About me: your role, team, what you care about

• My tools: Zendesk, Salesforce, Slack, etc.

• Key contacts: names, roles, Slack handles, emails

• Preferences: how you like data, comms style

• Recurring tasks: weekly report, Monday triage

• Gotchas: knowledge only you know

Apply it to real operational work

This is about practical application. Used well, it can help with:

• Understanding operational changes before they become problems

• Analysing support tickets and identifying patterns worth acting on

• Running simulations for customer experience scenarios

• Producing daily trend analysis and organisational reporting

Below you can see an example created in minutes based on a sample of 100 customer support tickets and the question “How did sentiment change over the week?”

Claude Code skills allow you to quickly automate repetitive tasks and spread automations through the organisation. They are text files with specific repeatable steps that are run through every time a skill is run. 

Of course, the best way to use these is to ask Claude Code to help you build an effective skill. Below you can see a small sample of the skills we’ve built internally in just the last 30 days. All of these skills are stored in a central repository that anyone at Lorikeet is able to access.

Start on Monday

Fewer than 1% of the world are using these tools in a meaningful way today. That won’t last. Over time, using a coding agent in your day-to-day work will feel as ordinary as word processors or spreadsheets. The real decision isn’t whether they’ll matter, but when you choose to become fluent.

For customer experience and operations leaders especially, the gap is already widening between those who are building this into their week and those who aren’t. So, start on Monday. Not because it’s the most urgent thing on your plate (we know you likely have a few urgent fires you’re dealing with!) but because a year from now you’ll be far ahead if you do.

Resources

• Presentation on getting started with Claude Code as an operations or customer experience leader

• Practical walk through for setting up Claude Code as an operations or customer experience leader