Blog categorized as The Confessions

Sasha got into CX to help people — to be the calm when things got loud. But one shift changed that. The hardest part of CX isn't the angry customer in front of you. It's living with the consequences of a decision you were never part of making. This is Sasha, in her own words.

Dan was the human shield — beaten down by corporate screw-ups and customer rage — until the day he refused to take it anymore and turned his fury back on the system that broke him.

When the Customer Is Always Right—Even When They’re Holding a Rock