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

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 […]

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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

In 2018 I wrote about AI in the contact centre when it was still largely theoretical. Eight years on, I’ve implemented it at two companies, watched the predictions play out, and learned what the analysts got wrong. Here’s my honest retrospective — what I got right, what surprised me, and what it means for how you run a support organization today.

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