Who IS this “CX Fixer” Ash guy?

Hi! I’m Ash, and the CX Fixer is where I write about (mostly) about customer experience leadership, though clearly not exclusively. You’re not going to be getting the version of this world that you will find in vendor whitepapers.

Rather, you’ll get the version that actually exists in most organisations, with broken escalation paths, the support teams that see the rest of the organisation as actively working against them (and the organisations that see the support teams as completely worthless), the knowledge bases that nobody reads, the promotions gone completely wrong, the metrics that look fine on a dashboard and mean nothing in practice, and so much more.

I have been doing this for pushing twenty years, and in that time I have seen things. I’ve even managed to fix quite a lot of them! Granted, some of them I broke myself, and I’ll even talk about those openly.

If you work in or around customer experience, operations, leadership, or just generally like to read things from a guy who makes fun of himself a lot AND who has actually been in the room as well as the trenches . . . well, this is the site for you!

No paywalls and no plans for them. Not sponsored either (though . . . I mean . . . a man’s gotta eat, wink wink!). Just a whole lot of stories and philosophy on the work that gets done day by day.

Let’s do this thing.