This is where I stash the thoughts too spicy for LinkedIn, too nuanced for 💩🔥🤡 apps, and too me for corporate gloss. Expect:
CX is more than just your Customer Service/Support department, but here are some experiences that I have had when tuning up CX operations from the Service/Support side.
This was my Product Management + UX informed blueprint for accessible help centers in niche ecommerce verticals (It seriously reduced support tickets by 22% for a lean SMB team!).
There's a super strong feedback loop that can get overlooked at come organziations, and here I include some data set links that illustrate how important it is.
Some CX operations challenges are 100% self-induced by poorly trained and/or burned out CX managers.
Building context is essential for success!
Confessions of a 40-something tech pro who went from judging emoji users to debating whether 🚀 or 📈 better conveys "scaling potential." Contains: Data, generational cringe, and tactical usage tips.
How I built a consulting groove between bodily betrayals and why disabled professionals are canaries in capitalism's coal mine. Contains: Pain hacks, system redesigns, and zero inspiration porn.
People punch down about the strangest stuff sometimes.