Most Voice of the Customer programs begin the same way: with genuine excitement and unusually strong executive buy‑in. There’s a clear mandate from the top to “listen better.” A vendor is selected. Dashboards are built. Surveys are launched with care and optimism. Leaders talk openly about how important customer voice is going to be to […]
The Uncomfortable Truth About Voice of the Customer Programs Read More »
When attitude, output, reliability, and communication all fail at once, it’s rarely four problems. It’s almost always one — and it starts before day one.
Four Problems. One Root Cause. Read More »
Flip who takes meeting notes and watch accountability shift. Most managers own this wrong. Here’s why the employee should be writing, not you.
Stop Taking Notes for Your Team Read More »
Support is a cost center—but denying it hurts your credibility. Learn how strong CX leaders position support as a cost lever executives trust
Support Is Not a Cost Center — But Pretending It Isn’t Gets You Defunded Read More »
Most managers blame performance when the real issue is structure. If your employee doesn’t know their priorities today, that’s a calendar problem
Your Calendar Is the Problem, Not Your Employee Read More »
A chance conversation at my barber in Oakville turned into a real talk about managing people. Here’s how it started — and what I told him
I Went for a Haircut. Got Into a Leadership Conversation Read More »
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.
Agentic AI in Your Contact Centre — A Practitioner’s Reality Check Read More »
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
How to Land a CX or Support Leadership Role (From Someone Who’s Hired For Them) Read More »
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
How to Write an RFP for a Support Tool (That Actually Gets You the Right Answer) Read More »
