Customer Experience
|Mar 27th 2026
9 min
Why customer support gets worse as companies grow
Customer experience rarely breaks. It drifts. Here is why it gets worse as companies grow and what that reveals about priorities.
User Experience
|Feb 26th 2026
6-7 min
When Urban Mobility Support Becomes Marketing
Urban mobility support can become marketing when frontline teams are empowered to create recovery moments users talk about.
User Experience
|Feb 1st 2026
6 min
Human connection matters more than performance in service
When services become faster and more efficient, human connection in service is often lost. Why trust and attitude shape customer experience more than performance.
Customer Experience
|Jan 4th 2026
6 min
Customer Support Is Where Trust Is Won or Lost
Most companies focus on cost and speed. The real risk in customer support trust is erosion. Here’s why after sales support defines your brand.
Customer Experience
|Dec 15th 2025
7 min
Can AI replace your customer support?
Can AI replace customer support, or should it work alongside people? A practical guide for leaders on what to consider before using AI in support.
Continuous Improvement
|Nov 24th 2025
4 min
5 Steps to Build a Continuous Improvement Culture
A clear guide to the five steps that help leaders build a continuous improvement culture where ideas flow, problems are solved together, and progress never stops.
Data-Driven Decision Making
|Nov 10th 2025
4 min
Get More Out of Support: Use Data to Prevent Issues
Unlock the power of your support data to prevent issues, reduce costs, and improve user satisfaction through smarter, data-driven decisions.
Customer Experience
|Oct 27th 2025
5 min
Why use noreply@ in your email? Don’t you care about your customers?
Using a noreply@ email tells users you’re not listening. Discover why it harms trust, weakens experience, and what leaders can do instead.
Continuous Improvement
|Oct 20th 2025
5 min
Why Most Support Operations Are Built Backwards (and How to Fix It)
Most teams start from metrics, not users. Learn why true support operations improvement starts outside-in — and how it transforms performance.
Customer Experience
|Oct 13th 2025
4 min
Do Something No One Expects: Stand Out and Be a Market Leader
Customer support can set you apart. Learn how the Rule of 250 turns every client into a brand amplifier and drives long-term market leadership.
User-Centric KPIs
|Oct 6th 2025
7 min
Customer Service Metrics Are Broken: What Really Matters
Customer service metrics like handling time miss the point. Learn which two metrics really matter: user happiness and resolution speed.
AI in Support
|Sep 29th 2025
5 min
Where to start with AI in aftermarket support
AI in aftermarket support starts behind the scenes. Triage, suggested replies, warranty checks and parts lookups. Pilot with control, then scale with proof.
Customer Experience
|Sep 22nd 2025
8 min
Support Is Not a Cost Centre, It’s Your Brand on the Front Line
Support is not a cost centre, it's your brand on the front line. Learn why support drives loyalty, growth, and trust more than marketing ever could.
Customer Experience
|Sep 15th 2025
7 min
Omnichannel Expectations: Give People Options, Not Excuses
Omnichannel support means seamless choices, not chaos. Learn how to connect every channel into one effortless user experience.
AI in Support
|Sep 8th 2025
5 min
AI in Support: It’s Not About the Chatbot
Support should feel human. Empathetic. Personal. But that doesn’t mean AI has no place—it means it needs to be used behind the scenes.
User-Centric KPIs
|Sep 2nd 2025
6 min
Designing Experiences That Don’t Confuse People
When your customer has to ask for help, a confusing support experience just makes the situation worse, it’s a failure of design, process, or communication. Frustration isn’t a bug in your product; it’s a symptom of poor thinking upstream.
Leadership & Team Dynamics
|Aug 25th 2025
7 min
Support Staff Deserve Better: The Hidden Human Cost Behind Great Service
If the people handling your support tickets feel boxed in or burnt out, it won’t stay hidden for long. It’ll show up in your churn rate. In customer frustration. In missed chances to build loyalty.
Customer Experience
|Aug 19th 2025
6 min
Chatbots vs Real People: Why the Best Support Has Both
Support should be built around what the user actually needs in the moment. And that almost never means choosing just one way to help.
Continuous Improvement
|Aug 11th 2025
7 min
Preventative Support: Design That Stops Problems Before They Start
Most companies think support is about fixing problems. The great ones know better…
Continuous Improvement
|Apr 7th 2025
19 min
Why Following the Standard Isn’t Enough – Beyond the Standard
Just following the standard keeps you average. The best companies challenge norms, innovate, and go beyond the standard.
Concept
|Mar 24th 2025
4 min
Upscale Automate Outsource Choosing the Right Growth Strategy
Deciding whether to upscale, automate, or outsource depends on your company’s current position and future goals. Upscaling offers control but requires heavy investment. Automation can improve efficiency, but only if built on a strong foundation. Outsourcing, when done right, extends your capabilities without sacrificing quality. The biggest mistake? Choosing the wrong approach and damaging your customer experience. The right path is the one that helps you grow without breaking what makes your business great.
Concept
|Feb 15th 2025
3 min
Outsourcing Support: The Good, The Bad & The Reality
Outsourcing support can be a game-changer, but it’s not all smooth sailing. Here’s a look at the real pros and cons to help you decide if it’s the right move.
Leadership & Team Dynamics
|Dec 26th 2024
3 min
How Quality Support Sets Your Brand Apart
Stand out in a crowded market. Discover how quality customer support can be the edge that keeps customers loyal and makes your brand memorable.
Productivity Hacks
|Dec 10th 2024
4 min
How to Reduce Customer Churn with Exceptional Support
Explore how exceptional customer support reduces churn by addressing user needs, providing fast, empathetic responses, and building loyalty. Learn the key support strategies to keep customers satisfied and engaged long-term.
Customer Experience
|Nov 25th 2024
4 min
The Importance of Customer Support: Transforming ‘Meh’ into ‘Wow’
Wondering why support matters? It’s the difference between “meh” and “wow.” Great support keeps customers happy, loyal, and ready to spread the word. If your brand wants lifelong fans, start with support that actually cares.
Data-Driven Decision Making
|Nov 12th 2024
2 min
Reducing Customer Churn by Applying Goodhart’s Law in Customer Service
Learn how Goodhart’s Law applies to customer support and how focusing on user needs over metrics can reduce churn and improve retention. Discover support strategies for lasting customer loyalty.
Continuous Improvement
|Oct 16th 2024
2 min
Taking a fresh look at processes
Looking from the outside in means stepping back and seeing your service from the user’s perspective. By walking in their shoes and viewing the entire process end-to-end, you can spot opportunities for real improvement. Challenge the way things are done and focus on creating meaningful, human-centred interactions. It’s not about systems—it’s about helping people.
Continuous Improvement
|Oct 14th 2024
2 min
Developing a Culture of Continuous Improvement
Curiosity is encouraged, mistakes are celebrated, and the pursuit of better is never-ending. A place where it’s not just about hitting targets but about pushing boundaries, experimenting, and having fun along the way. That’s what we mean by a culture of improvement.
User-Centric KPIs
|Oct 14th 2024
3 min
Setting KPIs Based on the User Experience
When it comes to setting KPIs, focus on what truly matters: the user experience. At Fixate, we believe the only KPIs that count are how fast you resolve the issue and how happy the user feels afterward. Balancing hard data with emotional feedback, real-time reactions with long-term trends, and a mindset of continuous improvement are key. KPIs aren’t just about hitting targets—they’re about shaping a culture that strives to exceed expectations. In the end, it’s not the internal numbers that matter, but how the user feels when they walk away.
Customer Experience
|Oct 14th 2024
3 min
Turning Customers Into a Marketing Army
Turning customers into advocates is about empathy and care, especially when things go wrong. By balancing speed with quality, personalising interactions, and building trust through transparency, you create a natural desire for customers to share their positive experiences. It’s not about incentivising—it’s about delivering a service that people genuinely want to talk about.
