Decades of CX leadership, published here for your enjoyment!
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.
Hutch Morzaria
Director, Shared Services · ITIL Expert · 19 years in CX leadership
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
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Leadership & Career
For CX professionals building their careers and leaders navigating the hard parts of the Director role.
Managing up · Hiring & QA · Offshore teams · Budget planning · Getting promoted · Executive presence
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Featured reading
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KPI’s and the Importance of Measurements (part 2)
Continuing from my previous post here, we’re going to get more in depth into KPI’s and their measurement now. How do I measure KPI’s? Get the data (whatever is important to you … if you use the examples previously mentioned, then track service outages by minutes for example vs. a specified date) into your spreadsheet or other…
