Month: April 2025

The companies I work with care deeply about their customers, and it shows. That’s especially true when I’m updating the UX of a site or overhauling knowledge base content. However, customer feedback management is often lacking. Companies either think they know their customers so well that they don’t need to formalize the feedback loop, or…

If you run a SaaS business, you may have hit a wall where your network and initial traction aren’t enough to keep growing. Maybe you’re generating leads but struggling to convert them into long-term customers. Or worse — you’re bringing in new customers, but they don’t stick around. This is where a strong B2B customer…

If you run a SaaS business, you may have hit a wall where your network and initial traction aren’t enough to keep growing. Maybe you’re generating leads but struggling to convert them into long-term customers. Or worse — you’re bringing in new customers, but they don’t stick around. This is where a strong B2B customer…

As a customer support manager with many years of experience in the startup trenches –– from scaling global support teams at SmartRecruiters to launching conversational AI chatbots at Dapper Labs –– I’ve directly seen how technology transforms customer service. Today, I lead CX efforts at Skybound Entertainment, where we’ve found success blending human ingenuity with…

As a customer support manager with many years of experience in the startup trenches –– from scaling global support teams at SmartRecruiters to launching conversational AI chatbots at Dapper Labs –– I’ve directly seen how technology transforms customer service. Today, I lead CX efforts at Skybound Entertainment, where we’ve found success blending human ingenuity with…