Articles - Steve Hindley
Steve Hindley is the Founder and Lead CX Consultant at NextGenCX… Fixer of systems and processes in contact centres.
With years of hands-on experience in contact centre operations, Steve helps organisations reduce repeat contact and avoidable demand by fixing the underlying processes and systems, working across financial services, local government, housing and hospitality. His work includes IVR and CCaaS reviews, CX audits, journey mapping, and using The Customer Success CARE Framework.
Steve writes about failure demand, root-cause analysis, and practical ways to improve customer experience without adding cost or complexity to already-stretched operations.
