Archive - Mark Adams

Zero customer service

It’s a bold statement, and a great place to start a debate among service leaders, service teams, and customers alike.

Mar 15 • Mark Adams

November 2025

The dynamic operating model

Every business has an operating model, whether it’s consciously or unconsciously designed and deployed.

Nov 15, 2025 • Mark Adams

July 2023

Five mistakes I see businesses make when buying contact centre technology

Most contact centre tech projects under-deliver.

Jul 15, 2023 • Mark Adams

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