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 »
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 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 »
Navigate the modern job search landscape with our comprehensive guide combining digital strategies and traditional techniques.
Strategic Job Search Guidance 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 »
