When Self-Service Backfired — Why Human-First CX Still Wins in 2026
Learn why self-service systems often fail and how CP Spike’s human-first automation approach increases digital completion rates while reducing call volume.
When Coaching Turned a Struggling Agent Into a Top Performer
In 2024, a telecom support center had an agent named Julian. Julian wasn’t meeting KPIs — his AHT was high, CSAT was low, and his QA scores hovered around 58%. Leadership considered letting him go. But his team lead insisted on trying something different: A structured 6-week coaching plan. Each week focused on one specific […]
When “Silent Failures” Broke the Customer Journey
Silent failures are the hidden CX breakdowns customers never report. Learn how CP Spike identifies and resolves them to protect retention and experience quality.
When a Support Team Predicted Churn Before It Happened — Proactive CX in Action
See how early churn signals helped save over $1M in recurring revenue. Learn CP Spike’s proactive CX framework for predicting and preventing customer loss.
When a 5-Minute Callback Saved a Contract — The Power of Speed in CX
Fast response isn’t just a support metric — it’s a strategic CX lever that boosts retention, reduces churn, and protects revenue.
When “We’ll Handle Support In-House” Cost Us $2.3 Million—And Why Outsourcing Needs Strategy
Lead for Decision-Makers (COOs · CX Directors · Founders): At CP Spike, we’ve seen how companies that lead operations thinking outsourcing is just “cheaper staff” often pay a far bigger price—and how the ones who treat it as strategic transformation win. A Story to Start In 2021, a fast-growing fintech company chose to outsource its […]
When a Metric Missed Cost a Company Millions—And Why Smart KPIs Matter
Lead for Decision-Makers (COOs · CX Directors · Founders): At CP Spike, we’ve advised many organisations where the operations leader thought “we’ve got the metrics” — but the wrong ones or the missing ones cost far more than a report ever showed. A Story to Start A fintech firm outsourced its support operations believing it […]
When a Startup’s Tech Stalled Growth—And How the Right Stack Fixed 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 can’t keep pace. One fintech scaled fast, only to see dropped calls, 30-minute wait times, and brand trust slip—all because their contact-centre stack wasn’t built for growth. A Story […]
When an Unexpected Call Turned Into $200K—And Why Outbound Still Drives Growth
Lead for Decision-Makers (COOs · CX Directors · Founders): At CP Spike, we’ve seen how leaders in customer-experience and operations turn their service engine into a growth engine—retrieving both revenue and loyalty from outbound, not just support. A Story to Start In 2022, a mid-sized SaaS company (we’ll call it “SoftWave”) launched an outbound programme […]
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 […]