Articles

Support Operations · Case Study · July 7, 2026 Auditing Whether Fin's Chat Replies Actually Feel Like Chat A 250-conversation audit of whether Fin's chat replies actually read like chat — and the 9% that proved it already could.
Support Operations · Case Study · July 7, 2026 Auditing Whether Fin Introduces Itself Before Helping How a 74% missing-introduction rate traced back to two independent root causes — a workflow bug and a guidance gap.
Support Operations · Case Study · July 7, 2026 Rebuilding Fin's Email Behavior Around What an Asynchronous Channel Actually Promises A 241-conversation email audit, cross-validated against CX Score data, that turned into thirteen shipped changes.
Support Operations · Case Study · July 7, 2026 Automating the Triage Step on Student Refund Requests Before/after data on automating refund triage — where more escalations, not fewer, was the right outcome.
Support Operations · Case Study · July 7, 2026 Delivering a Technical Integration End to End Without a Human Reviewing all 11 conversations a self-serve integration procedure handled in 90 days — every handoff traced to a nameable cause.
Support Operations · Case Study · July 7, 2026 When the Procedure Works Fine but the Handoff Doesn't A procedure that fires cleanly every time — and the near-three-day downstream wait it exposed.
Leadership · Thought Leadership · May 5, 2026 Empowering Teams Through Vision, Validation, and Bridge Building How balancing individual ambition and collective purpose builds stronger, more adaptable teams.
CX Operations · Case Study · May 5, 2026 When a Merge Is More Than a Merge How a routine inbox action became a customer experience framework at the company.
Technical Support · Case Study · Q1 2026 Rebuilding the Technical Support Escalations Tracker in Jira Reverse-engineering a restricted Jira dashboard from a screenshot — saved filters first, gadgets second.