I write about CX strategy, support operations, and customer journeys, helping companies rethink their approach to customer success and experience.
Below is a selection of my published work across various industry blogs and platforms.
Connect with me if you're looking for a CX Pro to write or consult for you.
Mark's Portfolio
The 10 Best Ecommerce Help Desks: 2025 Buyer's ...
A review of the 10 best Ecommerce Help Desks
The 10 Best Ecommerce Help Desks: 2025 Buyer's ...
A review of the 10 best Ecommerce Help Desks
AI Knowledge Management: Impact on Support and ...
AI Knowledge Management: Impact on Support and Top Use Cases
AI Knowledge Management: Impact on Support and ...
AI Knowledge Management: Impact on Support and Top Use Cases
Why Developers Should Care About Customer Journ...
How understanding the Customer Journey can help create better development roadmaps and products.
Why Developers Should Care About Customer Journ...
How understanding the Customer Journey can help create better development roadmaps and products.
How to Determine Your Support Team’s Value
Your Support team IS valuable, but how do you translate that into business terms?
How to Determine Your Support Team’s Value
Your Support team IS valuable, but how do you translate that into business terms?
What is a SWOT?
This article goes into a deep dive of performing a SWOT and was first published on getfishtank.com.
What is a SWOT?
This article goes into a deep dive of performing a SWOT and was first published on getfishtank.com.
How to Stop Cherry-picking in Customer Service ...
This article on how to stop cherry-picking in customer service and Zendesk was first published on swifteq.com.
How to Stop Cherry-picking in Customer Service ...
This article on how to stop cherry-picking in customer service and Zendesk was first published on swifteq.com.
The Advanced Guide to Skills-Based Routing in Z...
This article on boosting support team performance with Zendesk skills-based routing was first published on swifteq.com.
The Advanced Guide to Skills-Based Routing in Z...
This article on boosting support team performance with Zendesk skills-based routing was first published on swifteq.com.
The Three Fundamentals of Customer Support
This article on building stronger relationships to build an evergreen business was first published on getfishtank.com.
The Three Fundamentals of Customer Support
This article on building stronger relationships to build an evergreen business was first published on getfishtank.com.
How I Prioritize My Day as a Support Manager
Proven techniques to be productive that was first published on getfishtank.com.
How I Prioritize My Day as a Support Manager
Proven techniques to be productive that was first published on getfishtank.com.
What is a Service Level Agreement (SLA) & Why i...
Service Level Agreements, love them or hate them, they are here to stay. This article was first written on getfishtank.com.
What is a Service Level Agreement (SLA) & Why i...
Service Level Agreements, love them or hate them, they are here to stay. This article was first written on getfishtank.com.