I've been leading CX for 25 years. The last three I've spent figuring out how AI actually changes the work - not in pilots, in production.
Twenty-five years leading CX, from BPO contact centres to writing code with Claude. Same thread the whole way: build the system that makes the work obvious.
I don't ship side projects. These are the daily surfaces my CX team works inside - designed by me, run by them, kept alive because they earn it.
"The operating system my CX org runs on. My SLT and CSMs read from the same surface every Monday."
Used daily by 30+ people across CSM, billing, and leadership. Replaced five tools with one source of truth.
Five interconnected monitors with daily AI-generated executive insights. Weekly rituals run on top of it.
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Most companies start AI in CX with deflection bots. That's the wrong end of the system.
Leaders themselves have to use AI weekly to do their own work - drafting reviews, summarizing escalations, writing readouts - before the front line can. If the SLT can't model fluency, frontline adoption stalls inside six months. Every time.
CX gets run as a cost centre because that's how it shows up on the balance sheet. Every dollar of CSAT, every percentage of net retention, every hour saved by a CSM is a margin lever.
The shift that's already here isn't just AI. It's pricing CX like the revenue function it actually is, and staffing it accordingly.
Every new VP of CX inherits the same false choice: faster or better. The interesting question is what assumption is forcing the trade-off. Usually it's fragmented data, manual artifacts, or a leadership team that hasn't been re-skilled.
Remove the assumption and the trade-off disappears. Quality and speed compound. They were never opposed.
Five questions hiring committees actually want answered. Click one - or type your own and get a live answer.
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The fastest way to a real conversation is a one-line email. I read every message.
I take 1–2 advisory engagements at a time - usually early-stage teams scaling customer operations. If that's you, say so in the subject line.
Advisory inquiry →Ontario, Canada (EST)