The CX Journal’s Substack
The CX JournalMy personal Substack
| Platform |  | Pricing | Only free issues | Publishes | Twice weekly |
|---|---|---|---|---|---|
| Issues | 9 | Founded | a year ago | Last Issue | a year ago |
| Active | |||||
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thecxjournal.substack.comLatest Issues
The Metrics Trap
“We hit 95% CSAT. But the team’s exhausted, and the same issues keep coming back. Are we really winning?”
That quote came from a conversation I had with a CX lead not long ago. Her team was closing tickets like clockwork, they were praised...
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.
In a world obsessed with productivity metrics AHT, ticket count, CSAT, it’s easy to for...
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...
From the Frontlines to the Boardroom: Why Your Next Great Leader is Hiding in Customer Support
What if your next top-performing product manager, sales executive, or operations leader is already in your customer support team?
It sounds unconventional, but some of the most successful companies are already doing it. Yet, when an intern...
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| Subscribers | Monthly Web Visits | Accepts Sponsors | |||
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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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