19 YEARS OF CX LEADERSHIP, PUBLISHED HERE
Hard-won lessons from the front line of support leadership
Practical insight for Support and Technology Leaders navigating the real challenges — building teams, proving value, and getting the most from AI and the tools that matter.
EXPLORE BY TOPIC
CX & Operations
Frameworks, metrics, and real-world guidance for running high-performing support organizations at scale.
ITIL in practice · SLA design · KPIs & metrics · AI in support · Skill-based routing · VOC programs
Leadership & Career
For CX professionals building their careers and leaders navigating the hard parts of the Director role.
Managing up · Hiring & QA · Offshore teams · Budgets · Getting promoted · Executive presence
ABOUT THE AUTHOR
Hutch Morzaria
19
YEARS IN CX
160+
PEOPLE LED
$12M
BUDGET MANAGED
2007
WRITING SINCE
I’ve spent nearly two decades building and leading support organizations at SaaS and Fintech companies globally. CX Master is where I share what I learned the hard way.
Get the CX Leader’s KPI Playbook — Free
The 12 metrics I actually track after 19 years leading support teams. Not vanity numbers — the ones that drive real decisions.
FEATURED READING
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Agentic AI in Your Contact Centre — A Practitioner’s Reality Check
Every vendor has an agentic AI pitch. Most of them are selling the same future: AI agents resolving complex issues end-to-end, without human involvement, at a fraction of current cost. Some of that is coming. But not as fast as the demos suggest, and not without operational decisions the vendor content skips entirely.
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How to Land a CX or Support Leadership Role (From Someone Who’s Hired For Them)
I’ve reviewed hundreds of applications for support and CX leadership roles over the past 15 years. Most of them made the same mistakes. Not because the candidates weren’t qualified — many of them were — but because they were presenting themselves like generic managers instead of CX leaders. They were writing resumes and doing interviews…
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How to Write an RFP for a Support Tool (That Actually Gets You the Right Answer)
I’ve been on both sides of a software RFP more times than I’d like to count. I’ve written them as a buyer — for ticketing systems, CRM platforms, workforce management tools, knowledge base software. I’ve sat through the demos, scored the responses, run the procurement process, and lived with the consequences. What I’ve learned is…