Outcomes beat dashboards. By centering on heartbeat metrics—signals directly tied to customer value—you detect incidents faster, align engineering on what truly matters, and make SLAs meaningful. Real-world examples show how message rates, successful AI responses, and checkout attempts expose issues before tickets roll in. Automate the first response with safe rollbacks, incident creation, and guided…

AI metrics have changed how I lead support, from the questions I ask to the processes I run. With CX Score, we went from limited CSAT samples to analyzing every conversation, which demanded new ways to review trends, coach teams, and act at the customer level. I also learned to accept that we won’t always…

AI can deliver real outcomes, but only if you choose and implement it deliberately. I share the core concepts leaders need — RAG, vector search, agentic AI, and MCP — to vet solutions with confidence. You’ll learn the five common mistakes I see in the field, from build-vs-buy missteps to weak vendor selection and poor…

AI has changed support overnight, expanding expectations while raising the stakes for leaders and teams. In this playbook, I share how to harness AI’s momentum—becoming the SME, crafting a clear plan, and owning the initiative at an executive level. You’ll learn how to vet vendors, phase implementation safely, and set meaningful benchmarks like AI involvement…