19 YEARS OF CX LEADERSHIP, PUBLISHED HERE
Hard-won lessons from the front line of support leadership
Practical insight for Support and Technology Leaders navigating the real challenges — building teams, proving value, and getting the most from AI and the tools that matter.
EXPLORE BY TOPIC
CX & Operations
Frameworks, metrics, and real-world guidance for running high-performing support organizations at scale.
ITIL in practice · SLA design · KPIs & metrics · AI in support · Skill-based routing · VOC programs
Leadership & Career
For CX professionals building their careers and leaders navigating the hard parts of the Director role.
Managing up · Hiring & QA · Offshore teams · Budgets · Getting promoted · Executive presence
ABOUT THE AUTHOR
Hutch Morzaria
19
YEARS IN CX
160+
PEOPLE LED
$12M
BUDGET MANAGED
2007
WRITING SINCE
I’ve spent nearly two decades building and leading support organizations at SaaS and Fintech companies. CX Master is where I share what I learned the hard way.
Get the CX Leader’s KPI Playbook — Free
The 12 metrics I actually track after 19 years leading support teams. Not vanity numbers — the ones that drive real decisions.
FEATURED READING
- How to Write an RFP for a Support Tool (That Actually Gets You the Right Answer)
I’ve been on both sides of a software RFP more times than I’d like to count. I’ve written them as a buyer — for ticketing systems, CRM platforms, workforce management tools, knowledge base software. I’ve sat through the demos, scored the responses, run the procurement process, and lived with the consequences. What I’ve learned is… Read more: How to Write an RFP for a Support Tool (That Actually Gets You the Right Answer) - What 19 Years of Support Leadership Actually Taught Me
I started writing about customer experience in 2007. I was managing a helpdesk in London, working longer hours than I should have, and trying to make sense of what I was learning on the job. I wrote to think. I published because I figured if I was confused about something, someone else probably was too.… Read more: What 19 Years of Support Leadership Actually Taught Me - Beyond Price: Why Customer Value Trumps Cost
Discover why focusing solely on price can be a costly mistake. Explore the fallacy of price and learn how to build a customer-centric business that prioritizes value, customer experience, and long-term loyalty.