Contact center strategist on CX, tech, and AI. Published industry analyst.
Jul 21, 2026
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14 min read
Every Ritz-Carlton employee has authority to spend up to $2,000 per guest to resolve issues. No approval required. Here's how they make it work.
Jul 8, 2026
13 min read
USAA's NPS is 70-80 (industry average: 30-40). Retention is 95%+. The competitive advantage? Not the product. The contact center.
Jun 30, 2026
70% of enterprise software implementations fail to achieve expected value—not because of technical failures, but because users don't adopt the new system.
Jun 23, 2026
Amazon automates 90%+ of interactions. But when humans are needed, they're empowered and fast. Here's how they balance both.
Jun 16, 2026
64% of contact center leaders don't have reliable data comparing remote vs. in-office performance. Here's what the actual data shows.
Jun 8, 2026
Delta invested $3+ billion in technology over a decade. By 2019, they ranked #1 in customer satisfaction. Here's how technology transformed their contact center.
Jun 1, 2026
12 min read
Companies that replace too early spend 40% more over 10 years. Companies that delay too long spend 30% more. Here's how to get the timing right.
May 25, 2026
68% of companies discover security or compliance gaps within the first year. Here's how to avoid joining them.
May 18, 2026
58% of migrations experience performance degradation in the first 60-90 days. This doesn't mean the migration failed. It means you're in the adjustment period vendors rarely discuss.
May 12, 2026
Comcast became the most hated company in America. Not because of their product. Because of their contact center.
May 5, 2026
85% of AI projects in customer service fail to deliver expected ROI. Here's how to avoid joining them.
Apr 28, 2026
10 min read
47% of companies say their contact center platform didn't meet expectations. Here's how to avoid joining them.
Apr 21, 2026
In 2012, T-Mobile had the worst customer service in wireless. By 2020, they had the best. Here's how.
Apr 14, 2026
Most "omnichannel" platforms are actually multi-channel. The difference? Your customers repeat themselves three times.
Apr 7, 2026
11 min read
Replacing 35 agents costs $875K/year. A significant portion of that is caused by your platform.
Mar 31, 2026
Pet supplies are a commodity. Chewy didn't compete on price or selection. They competed on care.
Mar 26, 2026
Southwest has the fastest turnaround times and lowest costs in aviation. And the highest customer satisfaction. Here's how they do both.
Mar 24, 2026
9 min read
The platform works. The metrics don't move. That's not a platform failure. It's a clarity failure.
Mar 17, 2026
Finance doesn't approve "better tools." Finance approves numbers.
Mar 10, 2026
The platform worked. The contact center didn't exist. That absence cost $70M in fines alone.
Mar 3, 2026
8 min read
Cloud isn't always better. It's just marketed better.
Feb 26, 2026
The contract reveals what the sales process didn't.
Feb 24, 2026
Most companies optimize contact centers for efficiency. Zappos optimized for loyalty—and sold for $1.2 billion.
Feb 20, 2026
6 min read
Your platform isn't just expensive. It's costing you 2-3x more than you think.
Feb 18, 2026
3 min read
Before you switch platforms, ask these 5 questions
