January pressure does not usually break systems all at once. It raises the interpretation tax, and teams start paying in rework, escalation, and drift.
I wrote a new piece on what that looks like in CX, and five moves that reduce drift without slowing the organization down. Read it here:
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Upcoming Events!
Solution Series
With Dave Seaton
Thursday, January 22nd @ 12:00 ET
3 Frameworks Powering Successful Independent Consultants
In this free 60-minute webinar, you’ll learn what truly separates six-figure independent consultants from those who struggle to land consistent clients: mindset and operating framework. You’ll walk away with three practical models top consultants use to create predictable demand, stronger pricing power, and a business that works for them.
Experience Exchange
Wednesday, February 11th @ 4:30 ET
Paterns Beneath the Symptoms
February’s Experience Exchange is about seeing what sits underneath recurring CX friction. Symptoms repeat when the same underlying patterns stay invisible.
This is a live, 60-minute, facilitated conversation built for shared interpretation. We will use the people, process, platform, and purpose lens, then compare notes and bring patterns back to the group.
Partner Spotlight
Outsource Consultants is a provider-agnostic customer experience (CX) advisory firm that helps organizations plan and execute contact center outsourcing and CX technology decisions. They simplify the search and selection process by matching clients with vetted BPO/call center partners and advising on the right mix of outsourcing, performance expectations, and enabling tools (including AI solutions) to fit budget and timelines. Visit them at www.outsource-consultants.com
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