The Experience Stack
Jon HarrisBuilding smarter contact centers, one product decision at a time
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 35 | Founded | a year ago | Last Issue | 4 months ago |
| Active | |||||
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theexperiencestack.substack.comLatest Issues
Product Leadership Without a Product: Creating Leverage in Service Organizations
You’re accountable for outcomes, but you don’t own the system.
IT owns delivery.
Operations owns execution.
Leadership sets direction, often at 30,000 feet and five minutes before the meeting ends.
And Product?
Product is asked to “...
Why Feature Roadmaps Fail in Operational Environments
The Problem No One Wants to Name
The roadmap is full.
The delivery dashboards are green.
The teams are busy, sprint after sprint.
And yet, nothing feels meaningfully better.
Agents are still working around the system. Customers ar...
When Your Product Is the Operation (Not the App)
Most service organizations don’t feel broken because they lack tools.
They feel broken because nothing seems to add up.
The CRM is “mostly working.”
The contact center platform is live.
There’s a new workflow, a new integration, a ne...
A Reset: Why The Experience Stack Is Refocusing
I started The Experience Stack to explore how product, platforms, and experience intersect in modern organizations.
Then I paused.
Not because the ideas stopped, but because the work itself became clearer.
Over the last year, I’ve been d...
Signal vs. Noise: Making Sense of Experience Data
We’re not short on feedback. If anything, most organizations are buried under it. Surveys, call transcripts, chat logs, online reviews, NPS comments, agent notes, the list is endless. The problem isn’t getting data; it’s turning that data i...
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