What do you do when your Company is constantly having Outages? There is a specific kind of professional experience that doesn't appear on many CVs but that most long-tenure support leaders have lived through: the period […]

The Uncomfortable Truth About Voice of the Customer Programs 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 […]

The 80/20/30 Rule Most CX leaders know the 80/20 rule. Eighty percent of your revenue comes from twenty percent of your customers. It's the Pareto Principle, named after […]

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

The 80/20 Rule in Support Operations: A Practical Guide Vilfredo Pareto was an Italian economist who, in 1906, noticed that 80% of the land in Italy was owned by 20% of the population. He […]

Agentic AI in Your Contact Centre — A Practitioner's Reality Check Every vendor has an agentic AI pitch right now. Most of them are selling the same thing: a future where AI agents resolve complex customer […]

I Wrote About AI in the Contact Centre in 2018. Here's What I Got Right — and What Surprised Me In 2018 I published a post asking whether AI would eventually replace contact centre agents entirely. I called it "Is the Terminator Our Eventual Fate?" […]

Separating Hype from Reality: Exploring AI in IT Service Management IT service teams have been under continuous pressure about two matters for quite some time now. On the one hand, they must to do more […]

Is the Terminator our Eventual Fate? AI in the Contact Center Artificial intelligence is the future of customer service and nowhere is that more obvious than in the world of CX. As many analysts and professionals […]

AI in the Contact Centre: Is It Ready for Prime Time? Every few years, a new technology arrives in customer service with cinema-level hype. Artificial intelligence is the latest: depending on who you ask, it’s either […]