20265 letters · in progress
No. 47
Customer obsession is an operating model.
Operating model
Essay · 14 min
May 2026
No. 46
Local readiness, not localisation.
Board credibility
Essay · 11 min
Apr 2026
No. 45
The service desk after AI: what changes, what doesn't.
AI/HI in service
Essay · 9 min
Mar 2026
No. 44
Channel programmes the country actually uses.
Operating model
Essay · 13 min
Feb 2026
No. 43
A short note on steering committees.
Board credibility
Note · 4 min
Jan 2026
202512 letters
No. 42
What a chief customer officer should be able to write on one page.
The CCO role
Framework · 8 min
Dec 2025
No. 41
From the room and from the airport.
Operating model
Essay · 16 min
Nov 2025
No. 40
The CCO and the CFO: a translation guide.
The CCO role
Framework · 12 min
Oct 2025
No. 39
When the score moves and the business doesn't.
Operating model
Essay · 10 min
Sep 2025
No. 38
The case for the human layer.
AI/HI in service
Essay · 12 min
Aug 2025
No. 37
A short note on silence in steering decks.
Notes
Note · 3 min
Jul 2025
No. 36
How a board reads a CX programme.
Board credibility
Essay · 11 min
Jun 2025
No. 35
The chief customer officer's first ninety days.
The CCO role
Essay · 15 min
May 2025
No. 34
The closing of the loop: what the customer should know.
Operating model
Essay · 9 min
Apr 2025
No. 33
When AI handles the easy questions, who handles the hard ones?
AI/HI in service
Essay · 10 min
Mar 2025
No. 32
A short note on the third question.
Notes
Note · 4 min
Feb 2025
No. 31
The three-slide form for a CX board read.
Board credibility
Essay · 8 min
Jan 2025
202412 letters
No. 30
The five questions a chief customer officer should be able to write.
The CCO role
Essay · 12 min
Dec 2024
No. 29
The third question, where the wheels come off.
Operating model
Essay · 13 min
Nov 2024
No. 28
The operating-model diagnostic.
Operating model
Framework · 4 pages
Oct 2024
No. 27
What the CFO actually wants to know.
Board credibility
Essay · 10 min
Sep 2024
No. 26
A taxonomy of service moments AI should not touch.
AI/HI in service
Essay · 11 min
Aug 2024
No. 25
The CCO and the chief commercial officer.
The CCO role
Essay · 9 min
Jul 2024
No. 24
A short note on dashboards.
Notes
Note · 3 min
Jun 2024
No. 23
Signal, hearing, decision, action, feedback.
Operating model
Essay · 12 min
May 2024
No. 22
The board that reads the customer first.
Board credibility
Essay · 10 min
Apr 2024
No. 21
When a CCO should resign.
The CCO role
Essay · 8 min
Mar 2024
No. 20
The two intelligences in a service interaction.
AI/HI in service
Essay · 9 min
Feb 2024
No. 19
A short note on writing the programme down.
Notes
Note · 3 min
Jan 2024
202312 letters
No. 18
The dashboard is the output, not the model.
Operating model
Essay · 11 min
Dec 2023
No. 17
The remit of the chief customer officer, in plain words.
The CCO role
Essay · 9 min
Nov 2023
No. 16
The executive register, taught in writing.
Board credibility
Essay · 10 min
Oct 2023
No. 15
A short note on cadence.
Notes
Note · 2 min
Sep 2023
No. 14
The lost decade of CX programmes.
Operating model
Essay · 13 min
Aug 2023
No. 13
The CCO and the CEO, in one conversation.
The CCO role
Essay · 10 min
Jul 2023
The first twelve letters of 2022 are archived but not catalogued here. They were the practice's first drafts of this writing.