About Mark J Adams
I write about customer service operations: the strategy; the design; the technology; the people; and the messy realities of running them. Most of what I write comes from doing the job, not from a textbook.
I spent five years as Member Services Director at Pure Planet, the digital-first energy disruptor, where my team won national and European awards for the experiences we built. Before that I held senior service roles at OVO Energy, the Financial Conduct Authority, and Virgin Mobile, and consulted on customer experience and operational performance at PA Consulting Group. I’ve sat on the executive team making the trade-offs, and I’ve sat in the contact centre listening to calls (my first job after university was taking calls in a contact centre). Both perspectives matter.
For the past four years I’ve worked independently, helping founders and operations leaders fix, design, and lead customer service operations, usually on a fractional basis, sometimes as defined projects.
What you'll find here
One post a week, give or take. Usually around 600–1,200 words.
Topics include:
Service strategy and operating model design
Performance improvement in contact centres and service teams
Choosing and implementing contact centre technology without regret
Culture, leadership, and engagement in service operations
The honest mistakes I see businesses make as they scale
No clickbait. No “10 secrets” listicles. No AI-generated filler. Just clear thinking from someone who’s been there.
Most readers are founders, COOs, customer service directors, and heads of CX in scaling businesses - particularly digital-first, subscription, or challenger brands navigating growth. Also useful for anyone leading service operations through transformation, replatforming, or significant change.
About me briefly
I run a small consulting practice called Sooth Consulting Ltd. The writing here is mine, in my voice, and not a sales channel.
If you’d like to talk about working together, mark@soothconsulting.xyz is the easiest way to reach me.
