I started writing about customer experience in 2007. I was managing a helpdesk in London, working longer hours than I should have, and trying to make sense of what I was learning on the job. I wrote to think. I published because I figured if I was confused about something, someone else probably was too. […]
What 19 Years of Support Leadership Actually Taught Me Read More »
Discover why focusing solely on price can be a costly mistake. Explore the fallacy of price and learn how to build a customer-centric business that prioritizes value, customer experience, and long-term loyalty.
Beyond Price: Why Customer Value Trumps Cost Read More »
Discover why discounting rarely leads to sustainable business growth. Learn strategic alternatives to price cuts that preserve margins while building customer loyalty. Expert insights on value-based pricing
Beyond the Price Tag: Why Discounting Rarely Delivers Long-Term Success Read More »
Discover the essence of exceptional service from someone that has lived on the front lines for years. Understand what works and what doesn’t from an expert in customer success, leadership, and operational excellence.
The Mantra of Exceptional Service: Lessons from the Front Line Read More »
Lead high-performing tech teams with AI-driven CX strategies. Balance ITIL frameworks, employee growth, and real-world insights from Toyota and Microsoft. Click to transform workflows and slash burnout!
Navigating the Tightrope of Leading Technical Teams: A CX Expert’s Playbook for Success Read More »
In any project, miscommunication between business and technical teams can lead to misaligned goals, missed deadlines, and increased costs. Two vital documents—the Business Requirements Document (BRD) and the Technical Specification Document (Tech Spec)—play a key role in ensuring that all teams are aligned. These documents not only streamline project execution but also minimize risks. Recently,
Bridging the Gap: Implementing a Seamless BRD and Tech Spec Process Read More »
As we kick off the New Year (can you believe its 2025?!), many of us are setting our sights on new goals and aspirations. While the usual resolutions like hitting the gym and eating healthier are essential, I want to champion a resolution that can truly transform your career: continuous learning. This year, I decided
Level Up Your Career: Why Continuous Learning Is Your Secret Weapon for the New Year Read More »
In 2024, I dove headfirst into the world of business analytics, uncovering hidden patterns and mastering data visualization. This journey has not only enhanced my understanding of CX, but also equipped me with powerful skills to drive meaningful change across the organization.
Diving Deep with Data: My 2024 Journey into Business Analytics Read More »
Winning at customer services is the competitive edge that can separate them from the noise. A prevalent customer-centric culture in an organization is the rock and stones that form a robust foundation of a compelling customer experience.
Cultivate a Customer-Centric Culture Read More »
Highly engaged teams are critical for success. There are several benefits, including greater sales and profits, decreased costs, fewer sick days, and fewer defects. All of which have a significant influence on your company’s bottom line. Despite how easy it is to do, too many organizations fail to make the necessary investments in this area.
7 Ways to Guarantee Your Team Will Be Highly Engaged Read More »
