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Nobody would build it this way on purpose
A client I worked with had spent millions of pounds on a contact centre platform.
Aug 13
•
Mark J Adams
July 2026
The Citizens Advice league table has turned upside down. That’s the methodology doing its job.
The Q1 2026 Citizens Advice energy ratings are the second quarter under the revised methodology, and the first clean quarter-on-quarter comparison under…
Jul 10
•
Mark J Adams
June 2026
Customer surveys are still dead!
Three years ago I wrote a post arguing customer surveys had had their day.
Jun 17
•
Mark J Adams
What the Ofcom data is really telling you about your operating model
Three patterns in the Q4 2025 complaints data that the headlines missed.
Jun 9
•
Mark J Adams
Welcome and why I'm starting again, more deliberately
A short note about why I’ve changed how I show up and why this is the new home for my writing.
Jun 2
•
Mark J Adams
The 5-Pillar Service Operations Health Check
A self-assessment for founders, COOs, and service leaders
Jun 2
•
Mark J Adams
1
March 2026
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 J 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 J 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 J Adams
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