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CX Collective

@cx.collective

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For Support Leaders wearing 5 hats at once.
Strategy. AI. WFM. QA. Reporting. Help Desks.
We don’t just recommend systems. We build them and stay.

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Your AI QA tool scored every ticket last month. You still read them yourself on Friday.

Here is why that keeps happening.

AI can flag a low score. It cannot tell you the agent did everything right and the customer was still upset because your refund policy is the real problem.

It cannot run a calibration session.
It cannot settle a dispute between two team leads.
It cannot write the coaching note.

So the work does not go away. It lands on you.

That is why we built Quality as a Service. Not another platform to buy and manage. A QA program we actually run:

✔️ Human-led reviews against your standards
✔️ Monthly calibrations
✔️ An agent dispute process, so scores stay fair
✔️ Coaching notes for the leader and the agent
✔️ Scores that live in the ticket

Built for teams with 5 to 20 agents who need real quality without hiring a QA manager.

I broke the whole thing down with CX Today. Link in story.

Save this if you are the one doing all the reading.

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#customersupport #customerexperience #cxleaders #supportoperations #qualityassurance zendesk customerservicemanager cxstrategy contactcenter supportleaders by @cx.collective

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a month ago

Customer experience resilience is no longer just an IT conversation — it’s a customer trust conversation.

This CX Today roundtable breaks down how modern CX infrastructure, AI, CCaaS, CRM, and integrations all impact the customer journey when things go wrong.

A lot of valuable insights here for CX and contact center leaders.

🔗 Link in story

#CX #CustomerExperience #CCaaS #AI #ContactCenter #DigitalTransformation by @cx.collective

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5 months ago

Yesterday was one of those reminders that the best conversations don’t stay in the lane you expect.

Spent time with some great people in CX, and while the business talk was solid, the real highlight was everything around it. Favorite shows, concerts, random celebrity run-ins. The kind of conversations that make you forget you just met and feel like you’ve known each other for years.

Funny enough, I realized I was the only one who had actually met all the celebrities we were talking about. Didn’t expect that.

Overall, just a genuinely good time with good people. Looking forward to the next one. by @cx.collective

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6 months ago

CX leaders keep asking the same question.

"Why does every AI tool give me the same generic answer?"

Because it doesn't know your industry.

It doesn't know workforce management playbooks.
It doesn't know how to read your support KPIs.
It doesn't know what scaling a team actually costs you.

RealityCheck does.

Proprietary playbooks built for support ops - not recycled blog posts.

Early beta users are getting operator-level guidance in minutes.

Not someday. Right now.

Beta access is open. Link in bio (RealityChec Beta).

#CustomerExperience #CXLeadership #SupportOps by @cx.collective

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6 months ago

I was thinking lately about why we’re all so exhausted, and I realized it’s because we’ve been taught that growth is an additive process. In CX, we’re constantly told to add more tools, more channels, and more "quick fixes" to the pile.

But if you look at the brands that actually have a soul, they do the opposite. They’re masters of subtraction.

Take a page from Patagonia. They don't win by being everywhere or doing everything. They win by being incredibly intentional about what they don't do. They cut the noise so the signal actually reaches the customer.

The reality is that every outdated process or redundant task in your workflow isn't just a "bottleneck." It’s a tax on your team’s morale and a friction point for your customers. As we ramp up for Q2, the most innovative thing you can do isn't launching a new feature. It’s clearing the clutter.

If you’re looking for a place to start, try this:
• Kill the "Grumble" Process: We all have that one internal step everyone hates. If it doesn't directly improve the customer's life, why is it still there?
• Declutter the Knowledge Base: If your team has to hunt through five versions of a document to find an answer, the system is broken. If it’s not current, it’s gone.
• The "Why" Audit: When you remove something, tell your team why. It shows you value their energy as much as the customer's time.

Innovation isn’t always about what you build. Sometimes, it’s about what you’re brave enough to leave behind.

What’s one thing you’ve cut recently that actually made things better? I’d love to hear your "subtraction" wins in the comments.

Follow CX Collective for more info.

#cxcollective #supportdriven #customerexperience #brandstrategy #leadership by @cx.collective

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7 months ago

KPIs aren’t the problem. Decision-making is.

Most CX teams have polished dashboards, defined metrics, and regular reporting. Yet nothing really changes.

Because the real issue isn’t the KPI. It’s what happens after you see the number.

Great operators don’t treat KPIs as reporting artifacts. They treat them as decision filters. Guardrails that shape daily choices and force real trade-offs.

When a metric becomes part of everyday decision-making, not just a monthly slide, performance starts to move.

Knowing your numbers is table stakes.
Designing them to drive action is leadership.

If you’re rethinking how your CX team uses KPIs this year, I break it down in five minutes here:
https://youtu.be/EBsjEzh2QkQ

Where have KPIs helped your team move faster, and where have they slowed things down?

Follow CX Collective for more CX insights.

#CustomerExperience #CXLeadership #KPIs #BusinessStrategy #OperationalExcellence #CXCollective by @cx.collective

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7 months ago

Your CX team doesn’t have a KPI problem.
It have a decision problem.

We debate metrics in quarterly planning, then ignore them in weekly operations.

Knowing which numbers matter is strategy.
Using them to change behavior is execution.

KPI Mastery is not about adding dashboards.
It is about forcing clarity on what moves, who owns it, and what happens when it misses.

Metrics should create tension in the room. If they don’t, they’re decoration.

KPI Mastery Playbook:
https://playbook.cxcollectiveadvantage.com/courses/kpi-mastery

#CustomerExperience #CXLeadership #KPIs #OperationalExcellence #PerformanceManagement #CXCollective by @cx.collective

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7 months ago

New offering for #smallbusinesses specifically...

When things start scaling, the "front door" of your business—the intake—is usually the first thing to break. Suddenly, your team is just digging through noise instead of actually helping people. It’s exhausting, and honestly, it’s how great cultures start to burn out.

We’re trying to fix that over at CX Collective.

Is this service right for you? Do you know who it's right for? Share it.

#cxcollective #businessscaling #operationsstrategy #foundermindset #ceoinsights #customerretention by @cx.collective

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7 months ago

I used to think of resources as things you just buy, check off a list, and move on from. For a long time, that’s what our site was. You went there, you bought a playbook, and that was the end of the exchange.

But leadership in the CX space has changed. It isn’t about owning a static document anymore. It’s about having a pulse on how people are actually feeling, how brands like Patagonia are building radical trust, and how we can lead with more empathy in a world that feels increasingly automated.

That’s why we’ve completely reimagined things.

CX Collective Advantage (www.cxcollectiveadvantage.com) is no longer just a shop. It’s officially a free resource hub designed specifically for leaders who want to dig deeper.

We’ve moved away from the "pay-to-play" model because the best insights should be shared, not gatekept. Whether you’re looking for strategic frameworks or just a bit of perspective on where the industry is headed, it’s all there for you to use.

I’m curious, what’s the one resource or piece of advice that completely changed how you look at customer experience? I’d love to hear your stories in the comments.

Follow CX Collective and CX Collective Advantage for more info. (Make sure to tag these pages in your post so your network can find them easily!)

Workshop www.cxcollective.com/ai-in-30
#cxcollective #supportdriven #cxstrategy #leadership #customercentric by @cx.collective

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7 months ago

Everyone assumes AI will automatically scale personalization.

Add more bots. Add more automation. Problem solved.

But that’s not what actually works.

Personalization at scale is not a bot problem. It’s a system design problem.

The teams seeing real results are asking a different question:
Where does human context matter most, and how should the system support it?

Because AI is only as good as the structure behind it.

When escalation paths are clear and human judgment is protected, customers feel understood instead of processed. Agents solve problems instead of cleaning up automation mistakes. The experience feels intentional, not robotic.

And the data tells the story. Only 27% of customers say chatbots fully resolve their issues. That’s not a tooling problem. It’s a design problem.

If you’re rethinking your AI strategy, start here:

1️⃣ Identify moments where a human must step in.
2️⃣ Define clear escalation paths and ownership.
3️⃣ Measure relationship health, not just tickets closed.

AI should support empathy, not replace it.

The brands that get this right design technology around human values, not the other way around.

Where are bots helping your team right now, and where are they creating more friction?

Follow CX Collective for more CX insights.

#CustomerExperience #AIinCX #CXStrategy #CustomerSupport #DigitalTransformation #CXCollective by @cx.collective

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7 months ago

Self service is one of those things everyone says they are "investing in."

But when you look closely, a lot of teams are just measuring it.

There is a big difference between measuring self service and managing it.

A 5 minute overview of the Self Service KPI Playbook is now live. And it is not about adding more dashboards. It is about deciding which numbers actually change behavior inside your team.

We all know the usual metrics. Deflection. Containment. CSAT.

The hard part is not knowing them. The hard part is choosing the one metric that drives weekly decisions, then having the discipline to ignore the noise around it.

Because self service does not improve when you track more.

It improves when ownership is clear. When tradeoffs are explicit. When someone can say, "We are optimizing for this, and we are willing to give up that."

I have seen teams obsess over reporting, while no one can answer a simple question: who wakes up thinking about this number?

That is the difference between monitoring and managing.

If your team is "monitoring" instead of managing, this will probably feel familiar.

Watch here: https://youtu.be/EBsjEzh2QkQ

And if you are building or refining your self service strategy, I am curious, what is the one metric that actually changes behavior on your team?

Follow CX Collective and CX Collective Advantage for more info.
#CustomerExperience #SelfService #CXStrategy #CustomerSupport #DigitalExperience #CXCollective by @cx.collective

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7 months ago

Most teams measure self-service.
Very few manage it.

We all know the KPIs: containment, deflection, resolution rate, CSAT.
But knowing the numbers isn’t the same as running the system.

Self-service breaks quietly. Search degrades. Content ages. Journeys drift.
The dashboard stays green while effort creeps up.

This playbook is about operational ownership.
What you review weekly. What triggers action. What actually moves.

Self-Service KPI Playbook:
https://playbook.cxcollectiveadvantage.com/courses/self-service-kpis

#CustomerExperience #SelfService #CXStrategy #CustomerSupport #DigitalExperience #CXCollective by @cx.collective

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7 months ago