Transformation

A founder once told me their CX team was slow and unresponsive. Customers were complaining. Support tickets were piling up. The team looked unmotivated. I asked how long it took the team to resolve a refund request. She said three days. I asked why. She said the ops lead had to approve it, then finance had to sign off, then she had to review anything above a certain amount. The support team had been hired to help customers. But they could not actually help anyone. They could

Dependency looks like value in the short term. Over time, it is just a very polite career ceiling.

We often confuse stability with sameness. But what we don’t change, we eventually outgrow. This piece is a reminder that continuity doesn’t mean clinging to the past — it means having the courage to evolve.