Lauren Pragoff

Director, Effortless Experience Challenger

Lauren Pragoff is the Director for Challenger's Service division. In her role, Lauren manages several tailored product offerings designed to help companies grow in their journeys to becoming low-effort service organizations. She oversees product development and business management for the firm's suite of Effortless Experience services, including the Effortless Experience™ Capabilities Builder (for frontline reps) and the Coaching Capabilities Builder (for supervisors), both of which are designed to upskill customer service staff to meet the demands of the modern customer.

Prior to her current role, she helped author numerous research studies for CEB Customer Contact Leadership Council (now part of Gartner) and provided customized advice to member executives to address their most critical customer contact-related challenges. Throughout her decade of research experience, Lauren consulted with customer service and support executives across key decision areas including: customer effort, quality assurance and coaching, frontline staff skills, service-to-sales strategies, IVR technology, remote agent programs, customer loyalty, and the multi-channel customer experience.

Lauren was also a principal contributor to the 2013 book, The Effortless Experience (Penguin Books).

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