Customer Carenumber Co / CX Strategy
When I started helping support teams shift from channel-based organisation to outcome-focused squads, I expected resistance — but what surprised me most was how often teams hadn’t even agreed on the outcomes they were trying to deliver. Channels are easy to see: you can count phone lines, chat...
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When I work with product and support teams on onboarding, I stop thinking about "onboarding" as a single linear process and start thinking about a conversation made of signals. Every click, message, error, and delay is a signal that tells you whether a trial user is moving toward activation — or...
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I want to show you a practical way to cut support costs by about 30% in under a year by combining a simple tiered self-service funnel with lightweight analytics. I’ve done this for teams that range from 10 to 200 agents, and the pattern is the same: fewer repetitive contacts, faster resolution...
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