This week, we hosted a live session built for CX and ops leaders who are curious about Claude Code but want to get past the hype and into the practical reality of what it can actually do for their teams. No polished keynotes. No hand-wavy promises. Just Robbie Tilleard (Lorikeet GM, EMEA) and Nate Houghton (Lorikeet Growth, Americas) rolling up their sleeves in a live terminal, with a live audience watching over their shoulders.
Here is what we covered, and what you need to know.
What is Claude Code?
Claude Code is a command line tool from Anthropic. You type instructions in plain English and it executes them. That is genuinely the whole model.
What makes it different from the Claude web app is that it runs directly on your machine, it reads your files, it connects to your tools, and it can chain dozens of steps together without getting tired and giving up halfway through. If you have ever started a complex task in ChatGPT or Claude and watched the thread drift off course by step five, you will recognize exactly the problem Claude Code solves.
It also connects to external tools through something called MCPs (Model Context Protocols), which create fast, semantic connections to your data without needing a full API setup. That means your calendar, your CRM, your support ticketing system, your Google Drive, your Slack -- all of it can be wired in so that Claude Code is not working in isolation. It is working with the full context of your actual job.
Getting Set Up in Under Five Minutes
Robbie walked attendees through installation live on screen. The short version:
Open your terminal (Command + Space on Mac, search "terminal")
Run the install command (curl -fL https://claude.ai/install.sh | bash)
Create a project folder -- your dedicated workspace
Open Claude Code from that folder by typing
claude
The one file that matters most in that folder is called claude.md. Think of it as your AI's instruction manual. It persists across every session and tells Claude who you are, what you do, what tools you use, who your key contacts are, and how you want it to work. Unlike a chat window that forgets you every time, this memory stays put.
If the terminal feels unfamiliar, Robbie had a tip that actually works: run Claude Code on one screen and keep the Claude web app open on the other. When Claude Code gives you something confusing, paste it into the web app and ask what it means. Two screens, one brain.
The Live Demo: 100 Support Tickets, Analyzed in Minutes
To show what this looks like in practice, Robbie dropped 100 realistic neobank support tickets into Claude Code and asked it to get to work. The tasks:
Cluster the tickets by topic and show the distribution
Run a trend analysis: which topics are spiking and when
Identify which day had the highest ticket volume
Produce an executive-ready report framed for a product and technology team
Claude Code found that card issues triggered a secondary complaint wave after an outage. Fee transparency concerns were climbing all week. Account closures started appearing mid-week, with customers explicitly naming a competitor in their reasons for leaving.
The final output was a structured report that read: "The card outage on February 7th was a trust-breaking event. Customers found out from Twitter and Reddit before the company told them. The outage had downstream effects for days." That kind of clear, story-driven insight is exactly what you need to walk into a product review meeting and get something on the roadmap.
Other Uses for Claude Code? Remote Management, Rewritten
Nate made an observation during the session that stopped people in the chat: if you have experience managing a remote team, you are probably already good at this.
The parallel holds more precisely than it first appears. Managing a distributed team well means writing instructions that leave no room for misinterpretation, anticipating the questions someone will ask before they ask them, and knowing when output is good enough to ship versus when something has gone quietly wrong. Those are exactly the three skills that separate productive Claude Code users from frustrated ones. The tool is powerful in proportion to your ability to brief it well.
CX and ops leaders have spent careers doing this. They have managed offshore teams, written SOPs that had to survive without them in the room, and diagnosed process failures from the output side rather than the input side. The coding agents did not change the game for them. The game was already theirs.
Key Takeaways
Skills are the unlock. Any repeatable task can be turned into a skill -- a saved function you can call at any time with a single phrase. Robbie's team has built skills for daily planning, inbox zero sweeps, meeting prep, discovery call summaries, stakeholder updates, deal evaluation, and LinkedIn thought leadership drafts. Skills are written in English, not code, and they can be shared with your whole team as simple text files.
The judgment layer is non-negotiable. Robbie introduced a framework worth holding onto. A person with AI and strong judgment is a "turbo brain." A person with AI and no judgment is a "slop cannon" -- fast output, low quality, no sense of when the model has gone sideways. The tool amplifies whatever you bring to it. If you are not actively reviewing what it produces, you are not actually using it well.
Parallel processing changes the pace of work. Both Robbie and Nate described running multiple Claude Code sessions simultaneously. While one agent runs an analysis, another is drafting a document, and another is pulling data from a third tool. The ability to queue up work across several threads in the background is not a minor feature. It is a fundamentally different relationship with what a single workday can produce.
Managing AI is a lot like managing a remote team. Nate put it plainly: if you have ever led a distributed team and learned to write instructions that leave no room for misinterpretation, you will be good at this. The quality of your prompts determines the quality of your output. More context, less ambiguity, better results. And unlike a human employee, if Claude runs in the wrong direction, you can reorient it instantly with no sunk cost.
The mistakes are predictably dumb, and that is actually useful. Nate noted that Claude Code can synthesize complex information across multiple sources and produce something genuinely impressive, and then fail to get a brand color right three times in a row. The types of errors are learnable and manageable once you know to watch for them. That predictability makes it a trustworthy tool, not a liability.
The Lorikeet MCP: For Current Lorikeet Customers
One of the most-asked questions from the audience was about the Lorikeet MCP -- the integration that connects Claude Code directly to a Lorikeet instance.
Robbie described the workflow in four stages: diagnose, prescribe, simulate, and push to production. If CSAT has dropped, you ask Claude to identify why. It looks at your workflows, your tickets, and your performance data. It then proposes specific changes. Before anything goes live, you run simulations -- hundreds of variations to make sure the behavior is consistent. Then you push.
A critical note: some actions, like turning guardrails on or off, are intentionally designed to require a human step. Claude Code will tell you when that is the case. That is a feature, not a gap.
Toolshed: A Free Resource for CX Leaders
Tom from the Lorikeet marketing team joined the session to announce Toolshed, a set of eight free tools for CX and AI decision-makers, available at lorikeet.tools.
The tools include:
An AI readiness score across six dimensions
A build versus buy comparison with three-year total cost of ownership modeling
A backlog cost calculator that translates your ticket queue into dollars: churn risk, SLA penalties, lost revenue
A quality versus speed benchmarker to plot where you sit on the AI efficiency frontier
No email gate. No paywall. All inputs stay in your browser. Built entirely in Claude Code.
How to Get Started This Week
You do not need to be an engineer. You do not need a big budget. Here is where Robbie and Nate landed:
Install Claude Code and create your workspace folder
Write your claude.md -- who you are, what you do, what tools you use
Connect one tool -- start with your calendar or a folder of files you already work with
Give it one real task
Turn the output into a skill
Share that skill with your team
The teams that build these habits now will compound their advantage as AI moves faster. That was the closing message, and it holds: the gap between organizations that started experimenting six months ago and those that start today is real and growing. But it is still early enough that starting this week puts you ahead of most.
Ready to take a look at the free CX tools? Start here lorikeet.tools.
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