Welcome to CX Handbook
The CX Handbook is designed to educate CX Professionals and Startup Execs on the best practices to setup and run customer-facing teams such as Customer Support and Customer Success. It was born out of Zach’s experiences running teams at high-growth companies, and the recognition that patterns emerge across different companies and industries.
- The CX Handbook is inspired by the High Growth Handbook, by Elad Gil. The gap that we noticed in Elad’s book was that it skips conversations about the customer. Instead, it focuses on important topics such as fundraising, growth, and product management.
- The amount of centralized and substantive information about Customer-facing roles (Customer Experience, Customer Support, etc) is low. Traditionally, there are very fragmented thoughts on the topic spread across company blogs, podcasts, or individual blogs.
What You’ll Find
Section titled “What You’ll Find”Step-by-step guides for common CX challenges and processes. From product launches to support workflows, these frameworks can be implemented today.
Strategies for collecting, analyzing, and acting on customer feedback. Learn how to measure Customer Effort Score.
Key metrics and KPIs for measuring CX success. Understand what to measure and how to improve.
Thoughts, insights, and experiences from years of building CX teams at high-growth companies.
Who This Is For
Section titled “Who This Is For”The goal is to create a centralized and publicly available CX resource so that anyone can learn and contribute their knowledge:
- C-Levels running a CX department
- Scaling CX in your business
- First-time managers
- Career paths in CX
- Learning and development
- CX and Product Management
About the Creator
Section titled “About the Creator”Zach Bouzan-Kaloustian is an experienced CX and Operations professional with extensive startup experience across different industries. He has run global, 24x7 teams supporting customers across multiple channels. He’s gone through the process to set the vision and strategy for multiple teams within an organization and taught them how to work cross-functionally.
Stay Updated
Section titled “Stay Updated”Get in Touch
Section titled “Get in Touch”If you would like to contribute or suggest topics, please reach out via LinkedIn.