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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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Such a memorable night.

Honored to co-host with CS Angel, in a room full of people with real knowledge, real experience, and a lot of kindness.

And excited about what Sonora is doing in the CSB space for mid-market and enterprise teams. We’re seeing products that actually solve real problems, not just add to the pile.

Grateful to have been part of this. 🙏🏾

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I was selected as a 2026 Emerging Leaders Fellow with @blackgirlventures , and I'm still sitting with how much that means.

BGV has spent years supporting women like me. Black founders have long received less than half a percent of U.S. venture funding, so showing up for people who don't always get shown up for isn't a tagline for BGV, it's the whole point. I'm honored to be included.

This is my first Accelerator Program. Twenty five years building support operations for startups and Fortune 500s, and I'm just now switching the focus to how CX Collective will continue to make our way and leave our mark with the learnings and resources I'm getting.

We're only a few weeks in, and already the learnings and the relationships feel invaluable. I'm in rooms with founders who understand the work without me having to explain it first. I don't take that for granted.

Thank you to BGV, and to everyone doing this work long before I walked through the door. I'm grateful to be here.

Congratulations to all the fellows. We deserve this!

#bgv #emergingleaders2.0 #blackgirlsventure #cxcollective

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I have spent years on the backend of accelerators and programs, building the infrastructure, writing the copy, managing the communications, and cheering everyone else into the room.

This time I get to be in the room.

This community is exactly what I believe in: founders who are building real things, doing real work, and showing up for each other along the way.

To my fellow fellows, I see you, and I am rooting for you.

#BlackGirlVentures #ELF2026 #EmergingLeadersFellowship #BGV

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New chapter loading… @blackgirlventures 🙏🏽♥️ #elf2026 #cxcollective

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Customer service is the glue of the company.

That's how Joi Brooks put it at the end of this conversation with CX strategist Ty Givens @itstygivens — and after over an hour of talking through what goes wrong, what goes right, and why it matters, it's the line that sticks.

This episode covers everything from AI chatbot training to CSAT survey bias, from startup CS mistakes to what it actually means to earn a seat at the executive table. It's practical, it's honest, and it's one of the best conversations I've had on the show.

Full show on Youtube -- >
https://youtu.be/kitFB9cvkC8

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The customers who fill out surveys are either thrilled or furious. Everyone in the middle? Gone. And that's the data executives are making decisions from.

Ty Givens breaks down why CSAT surveys have a built-in blind spot — and what better customer feedback actually looks like.

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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.

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More from the UWEBC CX Symposium (and more to come)!

#cxcollective #cx #keynote

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I had the opportunity to do something special this week. I traveled to Wisconsin to deliver a keynote for the University of Wisconsin E‑Business Consortium.

The talk focused on a shift I care deeply about: moving CX from support to leverage.

One realization hit me while I was on stage. The message I was sharing was really for the people doing the work every day. It wasn't for the people leading them. But I am glad they were there to get the message.

A lot of CX teams are operating under enormous pressure. Expectations are high, resources are tight, and the people closest to the customer often don’t have a clear path to influence the bigger decisions that create the problems in the first place.

That’s part of what I wanted to surface.

If nothing else, I hope the conversation helped highlight what many support teams are experiencing behind the scenes and why CX has to be connected to the broader business if companies want to move forward.

Several people came up to me afterward and shared that the message resonated with them. Many said they feel like their voices aren’t always heard inside their organizations.

If the talk helped amplify that perspective even a little, I consider that a win.

Grateful to have been in a room full of CX leaders and partners having these conversations. Looking forward to the next one.

#cxcollective #keynote

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Today’s Support Driven Salon was a success and I’m really grateful for the people who showed up and shared the space. Huge thanks to @linusvanpelt33 , @meljoffe , and @lollipop2326 for being part of the conversation. Days like this remind me how much meaningful relationships mean.

Next stop: CX Symposium.

But first… a little quiet time.
Introvert recovery mode is officially activated. 😂

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Back in the day, I was an Operations Specialist managing real-time queues for Office Depot 📞📊

WFM has come a long way since then, but I’m grateful I went to the school of hard knocks. That hands-on grind taught me more than just what works. It taught me why it works and how to make it work.

You only get that kind of knowledge by rolling up your sleeves and digging in. 💪🏽

#cxcollective #wfm #podcast #cx

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