Company-linked diagnostic

What is your CX operation really costing you?

Run a directional Retail & Ecommerce CX/WFM leakage scan using public customer signals, market benchmarks, and editable operating assumptions.

Built for outreach-led discovery · No internal data required upfront · Editable assumptions

Diagnostic scan

Analysing company…

Reading public-signal categories, calibrating retail benchmarks, and modelling CX/WFM leakage.

Public CX frictionReading review and complaint signal categories…

✓

Retail journey complexityChecking order, refund, return, and delivery support paths…

✓

Channel demandEstimating voice, chat, email, and self-service mix…

✓

Retail benchmarksCalibrating AHT, FCR, repeat contact, shrinkage, and CPC…

✓

Leakage modelBuilding estimated CX and WFM cost leakage range…

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Directional public-signal model. No private company data is used in this MVP scan.

Executive result summary

Company CX/WFM leakage estimate

Retail & Ecommerce · US · Voice, Chat, Email, Chatbot

64% directional confidence AI-estimated + market benchmarks Report download requires work emailDemo-mode estimate, not a validated business caseLLM cost controls active

Estimated annual CX/WFM cost leakage

$3.8M–$6.4M

Based on Retail & Ecommerce market assumptions, selected channels, and directional public-signal modelling.

Estimate modeAI-inferred public signals + Retail & Ecommerce market assumptions.

What can be editedVolume, channel mix, AHT, FCR, repeat contact, containment, shrinkage, occupancy, CPC.

Validation neededPrecision requires actual CRM, WFM, QA, bot, CSAT, volume, and cost data.

Current estimated CPC$6.50benchmark estimate

Target benchmark CPC$2.60Lumina target proxy

Avoidable contacts420K–690Kannual range

Repeat contact riskHigh24% estimated

WFM complexityModerateseasonal retail load

Automation maturityMedium-Lowcontainment gap likely

AI public-signal evidence panel

AI-inferred public signal summary will appear here after the diagnostic run.

AI-inferred from market benchmarks and selected channels

AI-estimated customer concern mix

Top 3 public-signal concerns

Directional issue distribution will appear after the diagnostic run.

Directional AI-estimated concern share. This is not an audited customer complaint count.

Customer friction themesDelivery delay · refunds · returns · chatbot escalationAI-inferred signal

Support journey complexityOrder status · payment · cancellation · loyaltyRetail benchmark inferred

Channel visibilityVoice · Chat · Email · ChatbotUser-selected signal

WFM complexity signalsSeasonal peaks · multi-channel demand · response sensitivityBenchmark inferred

Recommended conversation hooks

CX/WFM cost-to-serve validation

Editable assumptions

We estimated these values using Retail & Ecommerce benchmarks. Adjust anything that looks different from your reality and recalculate the opportunity.

Monthly contacts Voice mix % Chat mix % Email mix % Bot/self-service mix % Voice AHT mins FCR % Repeat contact % Bot containment % Shrinkage % Occupancy % Current blended CPC $

Guardrail: This calculator creates a directional discussion estimate. Use actual operating data before representing any output as a validated savings case.

Initial estimate generated from market assumptions.

Leakage waterfall

Repeat contact leakage$1.4M–$2.1Mavoidable repeats × CPC

AHT leakage$0.9M–$1.6Mexcess voice minutes × hourly cost

Bot containment leakage$0.6M–$1.2Mcontainable digital contacts

WFM shrinkage leakage$0.8M–$1.4Mworkforce cost × shrinkage gap

Staffing buffer leakage$0.7M–$1.1Mforecasting/planning uncertainty

QA/rework leakage$0.3M–$0.7Mfriction-adjusted rework proxy

Lumina opportunity map

Diagnostic finding	Business meaning	Lumina lever
Repeat contact leakage	Customers return for unresolved issues	FCR improvement, QA analytics, knowledge optimization
High AHT	Handling effort is higher than target	Process redesign, agent assist, workflow simplification
Low bot containment	Self-service is not absorbing demand	Intent redesign, bot containment improvement
WFM shrinkage leakage	Paid capacity is not fully productive	WFM Command Centre, shrinkage governance
Staffing buffer leakage	Forecast uncertainty adds hidden cost	Forecasting, scheduling, interval governance
Slow correction cycles	Reporting does not trigger timely action	Decision Intelligence reporting

Validate this with actual CX/WFM data

Report download and full diagnostic requests require lead capture. This MVP stores the request locally and makes it visible in the admin lead view.

Recommended use: Share the report as a discussion starter. The full Lumina diagnostic should validate this estimate with actual CX/WFM data.