Five things I actually know how to do.
Not a tag cloud — curated entry points. Each opens to the posts worth reading first, in order.
CX & Operations
Running high-performing support orgs at scale — the frameworks and the failures.
Enter →AI in Support
Deploying agentic AI and triage in real ticket queues. What worked, what got ripped out.
Enter →Leadership & Career
The hard parts of the Director role, and how new managers get past them.
Enter →Business Craft
The commercial side most support leaders never learn — until it costs them.
Enter →The Director Track
Operating-model thinking for leaders who want to lead at the next level up.
Enter →The Full Archive
Everything published, filterable by topic. New every other Thursday.
Browse all →Where the real lessons live.
The 12 metrics I actually track after 19 years.
Not vanity numbers — the KPIs that drive real decisions in a support org, with the trap baked into each one spelled out.
“Most of what’s written about CX is theoretical. I wanted a record of what actually happens when you’re running 210 people across six sites, trying to hold an SLA while the ticketing system is on fire.”
I started in tech support at a small Toronto ISP and learned fast that machines were the easy part. Two decades later I’ve integrated teams through back-to-back acquisitions, stood up support and training orgs on three continents, and brought ITIL into companies that had never heard the word.
Hutch Morzaria
Director, Shared Services · Toronto
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