Insights
Thinking out loud on CX.
Perspectives on customer experience strategy, contact center operations, and the operational discipline it takes to build organizations customers actually want to come back to.
The Contact Center Metrics That Actually Matter
AHT and occupancy tell you how busy your team is. They don't tell you whether customers are getting what they need. Here's how to build a KPI framework that connects operational performance to customer outcomes.
Read articleVoice of the Customer: Closing the Loop Between Data and Action
Collecting CSAT scores is easy. Acting on them consistently — across teams, channels, and leadership levels — is where most VoC programs break down. Here's what a closed-loop program actually looks like in practice.
Read articleHow to Scale Operations Without Breaking the Customer Experience
Growth is supposed to be the goal. But rapid scale — new markets, new products, new headcount — is one of the most reliable ways to erode the customer experience you worked hard to build. Here's how to grow without losing what made you good.
Read articleThe Three Mistakes Companies Make When Selecting CX Technology
The wrong platform won't fix a broken process — it will just make the broken process faster. After evaluating and implementing CX platforms across multiple industries, these are the selection mistakes I see most often.
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