Mike Bidwell is a customer experience and contact center executive, author and operator focused on the systems underneath enterprise performance.
His work has crossed customer care, contact center strategy, onshore and offshore BPO operations, vendor transitions, governance, quality, workforce operations, technology and AI across complex and regulated environments.
After more than 25 years in customer operations, the recurring pattern is difficult to miss: large failures are usually preceded by smaller compromises that organizations learn to live with.
That observation sits behind his work on Operational Debt, SLA Illusion, Governance Drift and Blind Offshoring, and behind his book The CX Outsourcing Playbook.
Fewer buzzwords. Better visibility. Stronger operational accountability.
Mike writes for leaders responsible for making the operation work after the strategy has been approved.