Book Overview
Most companies treat customer support as a necessary cost center—a place to handle complaints and close tickets as quickly as possible. This thinking creates a death spiral where support costs scale with business growth while providing diminishing strategic value.
The Intelligence Engine reveals a different approach: transforming support from a reactive cost center into a proactive intelligence system that prevents problems, identifies opportunities, and develops talent.
Who This Is For
Primary: CEOs, CTOs, VPs of Customer Success, support leaders
Secondary: Startup founders, product managers, customer-centric leaders
What Makes This Different
Based on nearly 2 decades of experience across retail, hospitality, tech, and enterprise. Not theory - proven frameworks from real implementation.