I run support organizations. Then I write down what worked.

Most of what’s written about customer experience is theoretical. I wanted a record of what actually happens when you’re running 210 people across six sites, trying to hold an SLA while the ticketing system is on fire.

I started in tech support at a small Toronto ISP, on the phones, learning fast that the machines were the easy part — turn it off and on again and you’re right most of the time. People never repeated themselves so conveniently. That turned out to be the whole job, and I’ve spent nineteen years on it since.

What I’ve actually done

I’ve led support and CX organizations at SaaS, fintech, and enterprise technology companies. At peak I was responsible for around 210 people across two organizations — a support team of 180 spread across Toronto, Montreal, the Netherlands, London, India, and China, plus a training organization of more than 30 reporting to me out of the Netherlands and London.

Along the way I cut first response time on a 24/7 operation from seventeen hours to two without adding headcount, took resolution time down by seventy percent through a routing and triage redesign, integrated teams through back-to-back acquisitions, stood up offshore operations from nothing, and brought ITIL into companies that had never heard the word. I’ve also made most of the mistakes on offer, and those tend to make the more useful essays.

Why this site exists

Because the advice I needed at twenty-five didn’t exist in a form I could use. The frameworks were abstract, the case studies were sanitized, and nobody wrote honestly about the parts that actually keep you up at night — the conversation you’re avoiding, the escalation that reached the CEO, the outage that wouldn’t end. CX Master is the record I wish I’d had: specific, named, occasionally embarrassing, and grounded in real numbers rather than theory.

I write across five areas — CX & Operations, AI in Support, Leadership & Career, Business Craft, and The Director Track — and I publish a new piece every other Thursday. If you run a support team, or you want to, some of it should be useful.

Elsewhere

I write about the data and operations side of all this at datadrivenops.co, and you’ll find me on LinkedIn. If you want the distilled version, the KPI Playbook is the fastest way in.