As a content analyst at Customer Management Practice, on a team over their Customer Contact Week Digital channel, I wrote a lot of content. Lotsa long-form content. I managed the ungated content on the site, and with my finger on the CX, AI, tech and business worlds, I ideated and wrote news and opinion articles published several times weekly.
I used website traffic to inform which published content was excelling and which could've, or should've, been a Teams message, learning from each piece published. This role was a large research position–I put a lot of effort into citing sources and getting the facts and buzzwords right, using applicable and topical examples and anecdotes to illustrate customer service lessons and challenges.
This role truly reignited my love for writing–by forcing my pen to the paper even when I didn't want to write about AI implementation or contact center experience or phone hold times. I got creative, making these topics that have already been talked about extensively in the CX world interesting, relevant, and accessible for audiences with varying knowledge of CX jargon.
The link to my analyst bio is here, and it's also where you can find all of my published work at CCW Digital. I've discussed everything from fast fashion to Japanese culture to tech bros and their girlfriends–and managed to tie it all back to CX for a diverse audience.
