The new book is out!  Pick it up here!


There’s an adage in the Process Engineering world that one should never automate a bad process.  I have friends who are in the automation business, and there are actually a lot of companies out there who are leveraging new technologies to streamline their operations.  But the philosophy stands:  If you’re automating, you’re wasting time and [...]

By |2023-11-28T15:34:13+00:00November 28th, 2023|Consulting, CX Strategy, CX Thoughts|0 Comments

How to impact CX from CS

It was a long time ago that I first wrote about the difference between CS and CX.  Here, define CS as Customer Support, Customer Service, Customer Success, or Customer Care (that last one is actually CC, but you get the drift).  Yes, they’re all actually different among each other, so shouldn’t always be lumped in [...]

By |2023-11-08T15:57:29+00:00November 8th, 2023|Consulting, CX Strategy, CX Thoughts|Comments Off on How to impact CX from CS
Go to Top