Integrating CX and tech operations: the foundation of future-ready companies
As products become more complex, support and engineering teams must collaborate closely. What operational structure allows companies to merge both areas without friction?
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A startup I consulted for had great technology but terrible customer touchpoints: long response times, inconsistent tone, and zero follow-up. Reading through HW.CX highlighted exactly what they were missing—strategic CX, not just support. Once they reorganized communication and aligned their teams, engagement increased and complaints dropped faster than anyone expected.