Guneet’s Substack
Guneet SinghMy personal Substack
| Platform |  | Pricing | Only free issues | Publishes | Monthly |
|---|---|---|---|---|---|
| Issues | 20 | Founded | 3 years ago | Last Issue | 21 days ago |
| Active | |||||
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cxbytes.substack.comLatest Issues
Don't Replace the Floor. Re-level It.
On Tuesday morning, someone on a support floor takes a call.
They used to be measured on how fast they resolved it. Now they’re being asked to listen for something else. A moment in the conversation where the customer doesn’t quite know wh...
The Capability Gap Nobody Is Talking About
A few months ago, we had to make a staffing decision on one of the most consequential projects of the year.
Major technology implementation. Touches every team. Changes how frontline staff work, how supervisors manage, and what the custome...
The Invisible Executive
Here is something nobody in a leadership meeting will say out loud:
The best operator in the room is rarely the person getting the next opportunity.
After twenty-five years inside this work, I have stopped being surprised by that. I have...
Adoption doesn't happen by accident
That's the thought I keep returning to after months of wrestling with how knowledge and customer education shape how people use products. It doesn't matter how innovative a feature is or how powerful the tech behind it is. If people can't l...
CCW Vegas Dispatch: AI in Customer Experience Needs Humans in the Loop
Takeaways from #CCWVegas 2025
Las Vegas, June 2025. On the main stage at Customer Contact Week, a Marriott executive echoed founder JW Marriott: “Take care of the associate, they’ll take care of the customer.”
In a week dominated by A...
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an experience geek- learning and sharing everything related to factors that shape experience - Humans, food, customers!! Foodie by choice, experience leader by profession.
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