CXOXO

CXOXO: Building a Support Team Customers Will Love is the ultimate guide to creating your customer experience strategy from the ground up. Maybe you are someone who is just starting to build their career and wants to get an insider's look at what you should be thinking about. Equally possible is that you are heading up CX at a larger company, and want to get some in-depth case studies and information to gut-check your assumptions. Most likely, though, is that you're a middle-of-the-road manager who gives a hoot about your customers and is always looking to learn. We've designed this book to be used as a guide. You can read it in sequence, or flip around to the specific sections that you are interested in. It is meant to sit on your desk like an old dogeared friend and, when you're done, passed on to your protege. This book is filled with love.

CXOXO: Building a Support Team Customers Will Love is the ultimate guide to creating your customer experience strategy from the ground up. Maybe you are someone who is just starting to build their career and wants to get an insider's look at what you should be thinking about. Equally possible is that you are heading up CX at a larger company, and want to get some in-depth case studies and information to gut-check your assumptions. Most likely, though, is that you're a middle-of-the-road manager who gives a hoot about your customers and is always looking to learn. We've designed this book to be used as a guide. You can read it in sequence, or flip around to the specific sections that you are interested in. It is meant to sit on your desk like an old dogeared friend and, when you're done, passed on to your protege. This book is filled with love.

Mercer Smith is currently the VP of Managed Operations at PartnerHero but has worn many other hats. Along with numerous roles in customer-facing leadership at companies like Wistia, Trello, Atlassian, and Appcues, she has worked in service of people for almost her entire life. Her most notable contributing role to the customer experience space is that of a community builder, connecting CX humans to others in meaningful and creative ways. She lives in Austin, Texas with her horde of zany boy children, hairless cats, and her partner. It is arguably the hardest support role she has worked in yet.