EXECUTIVE BRIEFS
Concise perspectives on customer experience, operations, leadership, and organizational performance—designed to surface an idea, challenge conventional thinking, and provide an executive-level point of view.
Executive Briefs are intentionally shorter and more focused than articles. Articles explore a topic in greater depth.
Executive Brief 008: When Customer Experience Is Really an Operating Problem
Why customer experience problems often begin upstream—and why fixing them requires connecting Customer Service, operations, and execution.
Executive Brief 007: When Resistance Doesn’t Look Like Resistance
Why resistance to change is often subtle—and how leaders can recognize it early, build alignment, and move teams forward.
Executive Brief 006: AI Should Eliminate Work, Not Add Another Layer
How AI can eliminate routine work, connect fragmented systems, and reshape the role of Customer Service around higher-value human judgment.
Executive Brief 005: Customer Service & Revenue
How customer interactions reveal signals that influence retention, growth, and future revenue
Executive Brief 004: Beyond the Cost Center: Customer Service as Enterprise Intelligence
Why customer service should be viewed as a strategic business function capable of creating measurable organizational value.
Executive Brief 003: Operational Excellence Creates Organizational Value
Why strong operational performance matters most when it translates into broader value for the organization.
Executive Brief 002: From Reactive to Predictive
How customer signals can help organizations anticipate issues, improve decisions, and act before problems escalate.
Executive Brief 001: The Cost of Onshore-Only Thinking
Why limiting customer operations to onshore delivery can constrain flexibility, scalability, and cost performance.