23 February 2026Most customer operations don't have a data problem. They have a clarity problem. You track the essential metrics: volumes, AHT,…- 19 February 2026This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI. Follow for…
- 16 February 2026The Experience Gap is real, and it’s being made worse by your lack of visibility. The good news is we…
- 4 February 2026This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI. Follow for…
- 26 January 2026Customer churn doesn’t start with lost sales, it starts in conversations.Refund friction, unresolved issues, confusing policies, and low-empathy responses quietly…
- 19 January 2026Poor customer visibility rarely looks like a data problem. It shows up as rising contact volumes, endless manual analysis, failing…
- 13 January 2026This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI. Follow for…
- 17 December 2025Retail contact centres face intense pressure during the festive period and January returns surge. This article explains how real-time anomaly…
- 8 December 2025Strong emotions in customer conversations are easy to miss – not because teams don’t care, but because frustration, confusion, and…
- 27 November 2025Based on a recent talk at Contact Centre Expo Customer experience is supposed to be a priority. We all say…
