Resources
Research, perspective, and provocation on customer experience intelligence — written and recorded by practitioners who have been at the frontline for decades.
Articles
Headline metrics like First Contact Resolution and Digital Containment consistently overstate performance. Bill examines how silent sufferers — customers who give up rather than complain — are invisibly distorting your CX data, and what to do about it.
Read articleNew pieces published regularly. Get them delivered as they go live.
Podcasts & video
An honest, unfiltered examination of whether AI investments in customer experience are generating real business returns — or producing impressive demos with little measurable impact.
Watch nowNew sessions published regularly. We’ll tell you when one goes live.
Case studies
Compass™ traced 61% of billing contacts to a single delayed-refund policy — and prescribed the fix that removed them.
Reveal™ surfaced silently disengaging accounts with no ticket and no complaint — while there was still time to intervene.
Handling and downstream cost, with the attribution methodology shown — CX finally spoke the language of the budget meeting.
Illustrative examples. Actual results vary by client and will be replaced with verified customer data.
Reading about it is one thing. Watching it run on your own customers is another.
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