When an Airline’s Support Gridlock Became a Brand Crisis—And Top Contact Centre Challenges
Lead for Decision-Makers (COOs · CX Directors · Founders): At CP Spike, we’ve seen what happens when you lead operations but your contact-centre management doesn’t keep pace: systems fail, customers rebel, and your brand takes the hit. A Story to Start In 2018, a major airline found itself in the headlines: 60-minute wait times, thousands […]
When a Single Call Saved $200K—And Why Inbound Still Rules
Lead for Decision Lean-Makers (COOs · CX Directors · Founders): At CP Spike, we’ve observed that when you lead customer-experience or operations functions, one inbound interaction can shift your revenue curve—not just your support performance. A Story to Start In 2022, a mid-sized SaaS company (we’ll call it “SoftWave”) launched a re-engagement campaign. Instead of […]
When Zappos’ Live Support Made the Difference—And What Works in 2025
Lead for Decision-Makers (COOs · CX Directors · Founders): At CP Spike, we’ve seen how organisations that lead customer experience and operations don’t just solve today’s problems — they build the systems that prevent tomorrow’s. A Story to Start Back in 2008, an agent at Zappos spent 10 hours on one call simply because the […]
When Tech Tested Growth—And the Right Stack Saved It
Lead for Decision-Makers (COOs · CX Directors · Founders): At CP Spike, we’ve seen what happens when you lead operations and customer experience—but your technology base isn’t built to scale. One fintech brand boomed, yet their contact-centre stack buckled: dropped calls, 30-plus-minute waits, confused agents. The fix? A rebuild with cloud-first architecture, unified channels, and […]