Insights

Ideas worth a closer look.

Original thinking from The CX Lens, plus a curated reading list on CX strategy, service operations, and what comes next.

Worth a closer look.

From The CX Lens

The Hidden Cost of Channel Silos

How disconnected chat, email, phone and in-store channels frustrate customers, and the Single Thread approach to unified customer context.

Nour Ben Sedrine · 6 October 2026 · 3 min readRead

Building a CX Operating System

Why buying CX tools without process design fails, and the three pillars of a CX operating system: people, process and platform.

Nour Ben Sedrine · 22 September 2026 · 3 min readRead

From Ticketing Chaos to Customer Clarity

A ticket lifecycle framework for support teams: avoid escalation loops, resolution silos and metric theater, and fix broken ticket flows.

Nour Ben Sedrine · 2 October 2026 · 3 min readRead

Further reading

The value of getting personalization right—or wrong—is multiplying

71% of customers expect personalised interactions, and 76% are frustrated when they don’t get them. What leaders do differently.

The CEO Guide to Customer Experience

What it takes to redesign a business around the customer, written for the people who approve the budget.

Customer Experience Is Everyone’s Responsibility

Why CX cannot sit with the frontline alone, and the habits leaders build so the whole company carries it.

Harvard Business ReviewRead

Reinventing Customer Service

How T-Mobile replaced the call-centre factory model with collaborative teams — and hit record quality and productivity.

Harvard Business ReviewRead

Scaling Customer Service as Your Startup Grows

How support has to change as a company moves from five people to fifty and beyond.

Harvard Business ReviewRead

Human Customer Service Is the Path to CX Differentiation

Customers still expect to reach knowledgeable people quickly. Why human service remains the differentiator.

CX Without Design Only Gets You Halfway

Mapping journeys is not enough. The value shows up when CX measurement and design run as one piece of work.

Agentic AI Will Resolve 80% of Common Customer Service Issues by 2029

Gartner’s prediction for autonomous service — and what it means for how support teams are run.

Three Trends That Will Shape the Future of Customer Service

Automation, AI assistants, and a new definition of value in service over the next three years.

The State of Customer Experience Management, 2026

What CX teams are staffed to do, what slows them down, and how mature they really are.

Qualtrics XM InstituteRead

Reading-list photography: CC-licensed images by wigofoto, seier+seier, dcemmy, outreachr.com, .naut, I have got the style, dalecruse, faberdasher, JoelLankPhoto, Horia Varlan — each used under Creative Commons Attribution.

From a good read to a practical next step.

Let’s talk about what these ideas could mean for your customer experience.