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Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

I Went for a Haircut. Got Into a Leadership Conversation

Leadership

I Went for a Haircut. Got Into a Leadership Conversation Read More »

Illustration of an AI support agent with workflow diagrams and performance indicators, representing agentic AI automation in customer service

Agentic AI in Your Contact Centre — A Practitioner’s Reality Check

AI

Agentic AI in Your Contact Centre — A Practitioner’s Reality Check Read More »

Illustrated business scene showing a professional presentation with charts, resumes, and growth metrics under the headline “How to Land a CX or Support Leadership Role.”

How to Land a CX or Support Leadership Role (From Someone Who’s Hired For Them)

Leadership

How to Land a CX or Support Leadership Role (From Someone Who’s Hired For Them) Read More »

A focused team reviews a detailed RFP scorecard to objectively select the best customer support tool

How to Write an RFP for a Support Tool (That Actually Gets You the Right Answer)

Customer Experience

How to Write an RFP for a Support Tool (That Actually Gets You the Right Answer) Read More »

Wisdom distilled: Reflecting on nearly two decades of evolving customer experience leadership

What 19 Years of Support Leadership Actually Taught Me

Leadership

What 19 Years of Support Leadership Actually Taught Me Read More »

Fig 17 06 2020 01 33 13

The 80/20 Rule in Support Operations: A Practical Guide

Customer Experience, Operations

The 80/20 Rule in Support Operations: A Practical Guide Read More »

the evolution of ai in cx

I Wrote About AI in the Contact Centre in 2018. Here’s What I Got Right — and What Surprised Me

AI

I Wrote About AI in the Contact Centre in 2018. Here’s What I Got Right — and What Surprised Me Read More »

Exceptional Service

Keeping and Retaining your Customers – Why Exceptional Service Pays

Customer Experience

Keeping and Retaining your Customers – Why Exceptional Service Pays Read More »

Discounting

Beyond the Price Tag: Why Discounting Rarely Delivers Long-Term Success

Leadership

Beyond the Price Tag: Why Discounting Rarely Delivers Long-Term Success Read More »

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