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.

Mark's Portfolio

This article goes into a deep dive of performing a SWOT and was first published on getfishtank.com.

This article goes into a deep dive of performing a SWOT and was first published on getfishtank.com.

This article on how to stop cherry-picking in customer service and Zendesk was first published on swifteq.com.

This article on how to stop cherry-picking in customer service and Zendesk was first published on swifteq.com.

This article on boosting support team performance with Zendesk skills-based routing was first published on swifteq.com.

This article on boosting support team performance with Zendesk skills-based routing was first published on swifteq.com.

This article on building stronger relationships to build an evergreen business was first published on getfishtank.com.

This article on building stronger relationships to build an evergreen business was first published on getfishtank.com.

Proven techniques to be productive that was first published on getfishtank.com.

Proven techniques to be productive that was first published on getfishtank.com.

Service Level Agreements, love them or hate them, they are here to stay. This article was first written on getfishtank.com.

Service Level Agreements, love them or hate them, they are here to stay. This article was first written on getfishtank.com.