Friend of the newsletter Peter asks:

“I'd like help cutting through the hype and share your thoughts on the role AI will play in CX in the next 24 months”

I’ll answer that in this post!

My interview on Sarah Caminiti's Epochal Growth podcast is now live. We talked about managing parental leave. I think you'll like this one - it's a pet topic for me, and one that I can speak to for even longer than the 47 minutes of the episode. We talked about…

Hiya! I have a fun update for you here at CustomerSuccess.cx (my consultancy specialising in providing CX services for business-to-business software companies). Following the success of the launch of coaching for customer support professionals (I have two slots remaining at the moment, so get in touch today if you’re interested), I’m now adding another service: CX Roadmapping.

So, what is CX Roadmapping? Maybe you know that something is wrong with your customer support or customer retention efforts, but you’re not sure what that is. I can help. I’ll walk you through a detailed process that describes symptoms, diagnoses underlying causes, summarises those in a written report, and proposes solutions.