Exceptional Experiences Don’t Happen By Accident.
I help technology leadership teams turn customer operations into growth, retention and profitability.
Good customer operations depend on four things working together. Improve one in isolation and the gains fade. Align all four and they compound.
Skilled, well-led teams who know what good service looks like.
Simple processes that make service consistent and efficient.
The right technology, set up well, so service scales without adding cost.
Data and feedback you act on, not just report.
Where I make the difference
CX Strategy
Customer experience strategies aligned to your business goals and growth ambitions.
Service Operations
Faster, cheaper, better-rated support.
Customer Success
Customer success that keeps and grows your accounts.
Leadership
Coaching for the people leading your customer teams.
Transformation
End-to-end programmes and interim leadership that deliver measurable, lasting business impact.
From diagnosis to lasting change
No 200-page decks that gather dust. A focused, practical engagement that finds what matters, fixes it, and leaves your team able to keep improving without me.
Diagnose
I map the experience end to end, listen to customers and frontline teams, and pinpoint where value is leaking.
Design
A clear, prioritised roadmap across the Four Drivers, with quick wins in weeks, not quarters.
Deliver
Hands-on implementation alongside your teams: processes, tooling, playbooks and measurement.
Embed
Coaching, governance and regular reviews that keep the gains building long after I step back.
Interim VP of Customer Support, B2B SaaS platform
Took over support when customer sentiment was falling, service was inefficient and teams weren’t pulling together.
Kit Plumb, Customer Operations Advisor & Interim Executive
Over 20 years leading customer organisations from the inside. You work directly with me.
Practical improvements, in a few minutes
Short, actionable pieces on the tools and fixes that make a measurable difference. One idea each, what it costs, and how to measure it.
Split your CSAT by who handled the conversation
Three scores instead of one: AI only, AI to human, and human only. The middle group shows where handovers fail.
Read →Audit your top 20 help articles in an afternoon
Find the 20 articles your AI and customers rely on most, check each against today’s product, and give every one an owner.
Read →Define “resolved” before you report it
One written definition of a resolved issue, with a fixed time window, used for AI and human conversations alike.
Read →The one-page queue report your board should see
A one-page monthly report showing which parts of the business create customer contact, not just how busy support was.
Read →The engineering hours hiding in your support queue
Support escalations take engineering time most roadmaps never show. How to measure it and turn the biggest causes into planned work.
Read →Put a price on every yes
Non-standard promises win deals and quietly raise your cost to serve. A simple register shows what each one costs before it is made.
Read →Let’s Drive Extraordinary Experiences.
Let’s talk about how your customer operations can drive growth, retention and profitability. A 30-minute conversation, no obligation.
Book an intro call