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Lauren PragoffSVP, Global Client SuccessChallenger

Lauren Pragoff is Senior Vice President for the Global Client Success team at Challenger. She leads a team of professionals who are dedicated to demonstrating client impact and ensuring they receive value from Challenger's products and services. The client success team is focused on anticipating customer needs, providing specific advice to the client, and driving outcomes for the sales and customer service teams we serve. Prior to her current role, Lauren was Vice President of Challenger's Effortless Experience business, overseeing 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. Previously, 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).