Archive - Mark J Adams

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

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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