The 80/20/30 Rule
It’s important to understand not only the clients that are bringing you money, but also the ones that are not. Just as importantly try to understand what they are costing you!
CX Leadership
Support Is Not a Cost Center — But Pretending It Isn’t Gets You Defunded
Support is a cost center—but denying it hurts your credibility. Learn how strong CX leaders position support as a cost lever executives trust
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How to Land a CX or Support Leadership Role (From Someone Who’s Hired For Them)
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
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