ARTICLES
Long-form perspectives exploring the leadership, operational, and organizational challenges shaping customer experience and business performance.
Articles explore topics in greater depth, providing context, analysis, and perspective beyond the more focused Executive Briefs.
The Org Chart Changes Faster Than the Culture
Why changing the org chart is easy—and changing the culture underneath it is not.
The Human Touch in an AI-Enhanced Contact Center
The Future Isn't Human or AI. It's Designing the Right Role for Both
This is Not a Contact Center Project - It’s an Enterprise Service Model
Why customer-facing technology must be designed as an enterprise service model—not simply implemented as a departmental system.
The Leadership Visibility Gap
Why organizations often overlook strategic capability already sitting within their leadership ranks.
When Strategy Moves, but Visibility Doesn’t
Why strategy becomes stronger when insight from the leaders closest to execution is allowed to travel back up the organization.
Leading with Vision
Why strong operational leadership requires looking beyond today’s metrics to build the capabilities an organization will need tomorrow.
Customer Service is Already a Revenue Function
Why customer service should be viewed not simply as a support function, but as an active contributor to retention, growth, and revenue.
From Cost Center to Growth Engine
How organizations can reposition customer service from an operational expense into a strategic source of customer and business value.