Writing on automation, AI, and taking friction out of the way people work, drawn from years running CX and support operations. Mostly about what went wrong first.
Before I automated anything, I ran support teams. Ten years of it, across customer service operations and experience roles, ending up managing frontline teams and later being recognised with a…
Read articleThis question comes up in almost every first conversation I have with a client: which automation platform should we actually be using. Zapier is usually the name people already know,…
Read articleMost people booking an Automation Audit expect a form. Fill in what tools you use, get a report back a week later with a few bullet points and a quote…
Read articleMost “90-day automation roadmaps” are a slide with three boxes on it: Assess, Build, Scale. Nobody tells you what actually goes in those boxes, or why the order matters. So…
Read articleMost support stacks are a handful of good tools that have never met each other. The ecommerce platform (Shopify, WooCommerce, whatever it happens to be) knows who bought what. The…
Read article“Let AI summarise your support tickets” sounds fine right up until the tickets carry real stakes, the kind of queue where a wrong detail isn’t just an inconvenience (think healthcare,…
Read articleMost shipping automation only has to handle one path: order comes in, label gets bought, done. That’s an easy demo. It’s also not what a real online store selling physical…
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