Month: October 2024
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Feedback at scale: the key to a better customer-led strategy
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[Originally posted August 21, 2024 via LinkedIn] Successful products are no longer just about innovative features or good marketing. Today, differentiators lie in how well a product aligns with customer needs and the customer experience. A true customer-led strategy, where the end-to-end […]
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The powerful simplicity of operational playbooks
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[Originally published April 12, 2024 via LinkedIn] Service delivery operations such as customer support have a million moving parts (it can seem) all happening in concurrence. Forecasting, capacity, workforce management, issue journeys and throughput effectiveness, channel-based service levels, severity-based prioritization, knowledge repositories, […]
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Igniting Cross-Team Collaboration
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Collaboration is important, but building strong cross-functional relationships isn’t just about communication—it’s about creating real impact. When stakeholders from different functions come together with a shared purpose, that’s where magic can happen. At one point, we were struggling with conflicting priorities across Support, […]
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Problem-solving isn’t always about finding a magic silver bullet
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I mean, we want it to be (just once!) – but often the best solutions come from trying, refining, tweaking, and iterating to find the right mix of many additive pieces that together move the needle. Nine months ago, the KPI’s our […]