The CX Journal’s Substack
The CX JournalMy personal Substack
| Platform |  | Pricing | Only free issues | Publishes | Twice weekly |
|---|---|---|---|---|---|
| Issues | 9 | Subscribers | Read | thecxjournal.substack.com |
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Latest Issues
Recent posts by this newsletter. Browse the email archive.
The Metrics Trap
“We hit 95% CSAT. But the team’s exhausted, and the same issues keep coming back. Are we really winning?”
The Burnout Diaries
For a lot of people outside the customer support world, that quote might sound extreme. For agents and support professionals? It’s hauntingly familiar.
Empowering Agents with AI: How AI is Enhancing Customer Support Teams
A frustrated customer. A flustered agent. A ticking clock. For years, this has been the reality of customer support. Agents juggle multiple screens, manually searching for information while navigating complex customer emotions. Meanwhile, c...
The CX Balancing Act: Why Customer Happiness Alone Won’t Drive Growth (And What Will)
For years, companies have been obsessed with making customers happy. Entire strategies have been built around terms like “customer-first” and “delivering delight.” But the truth is, customer happiness is not a business strategy, it’s a side...
Authors
The writers behind this newsletter.
Welcome to The CX Journal, your weekly deep dive into the world of customer experience (CX), customer support, and service excellence. We don’t just talk about support—we break it down, analyze it and celebrate it.
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