Where it all begins.
Hi there, howdy, hello. If you’re reading this, you probably know me personally or from the Zendesk corner of the internet. Believe it or not, I am more than my Zendesk persona.
Erica Clayton, here, reporting for duty. My marketing advisor correctly advised me to start creating content. I have a bright idea for a mixed-media offering, but I’ve been letting myself get in the way of getting started." So here I am delivering an MVP of “What’s Going On Here,” a short segment on things in the customer experience biz.
On a client call today a prospect asked me “what does ‘customer experience’ mean?” There’s talk online about CX having some kind of identity crisis. I’ve seen some calls for a rebrand. I don’t think that’s true. And I definitely don’t think a rebrand is going to save CX. I said “CX is encompassed in what your customers will say about your brand to their friends.”
Often this reputational responsibility falls narrowly on the shoulders of support teams, but it’s a lot bigger than that. Marketing teams are particularly sensitive to poor CX because it prevents them from effectively marketing. And if your product is coming up short too… well you’ve got a lil recipe for CX disaster. And there’s not enough space on the internet to get me started on what happens to CX when sales and support aren’t aligned because that’s an essay all on its own (and it’s on my list… I need a guest star, are you interested?). Or when executives learn the phrases “surprise and delight” or “customer obsession.”
The point here is that CX covers a lot of ground, and that’s by design. It’s not a flaw that CX can be tricky to describe. Especially now when so many businesses are trying to automate us all out of human interaction (cue: This one incredible money saving thing your customers will hate!) Even back in 2018 before the big AI boom hit CX, Forbes was reporting that everyone hated these f*cking chatbots. And they still do.
Not least of all the support teams they were supposed to help. Finding time just to maintain scaling systems, let alone launch new channels or initiatives, can feel like squeezing blood from a stone. It can feel like every moment of time reclaimed through efficiency in support is quickly gone due to another issue… staffing, bugs, promos, holidays, weekends, it was too windy, the humidity was too high, or some other bonkers situation that once again puts the team back under water.
This is where I want to help. Sooooo badly I want to help your little teams right the ship, to prepare for when business goes batsh*t for whatever reason (hopefully something good, though). I want to empower your leaders to make the best decisions for your customers with the most information they can. I really really don’t want you making the same mistakes those clowns at Klarna did with their AI implementation.
So here’s my commitment to you:
Keep it Human-Centered
No matter how smart the systems get, customer experience is still about people. I build strategies that protect and enhance the human touch, not erase it.
This doesn’t mean we don’t explore, launch, or improve automation or AI-agents - I LOVE automation! But let’s do it in a strategic way instead of just turning it on and hoping for the best.
Sustainable Scaling, Not Panic Hiring.
I design CX systems that work with your teams, not against them. That means building in breathing room, resilience, and the ability to flex when the unexpected hits.
Make Confident, Customer-First Decisions
You deserve tools, processes, and insights that help you understand your customers. I will help you build the internal muscle to make your CX a strategic advantage.
Build Bridges Between Teams (the real BBB).
I live in Brooklyn, I’m very familiar with the bridge and tunnel crowd (that’s a joke for the NYers).
Great CX doesn’t live in a silo. I will help align support, marketing, sales, product, and operations so customer experience becomes a shared win, not a departmental burden.
I keep it bold, practical, and real.
No vague strategy decks here. I build actionable CX foundations designed to grow with you.
I’m going to be up-front about what’s possible, what’s realistic, and what I can do with your budget.
Leave it Better, Not Just Faster
I was a girl scout for 10 years and one of the thing they drill into you is “leave any place you enter better than you found it.” That lesson stuck.
Automation isn’t an excuse for sh*ttier experiences. I’ll help you automate where it makes sense and enhance personal touch where it matters most.
I am your partner, not just your consultant.
No matter the length or complexity of your project, I’m an extension of your team, celebrating your wins, anticipating your challenges, and helping you shine even brighter.
Y’all I love this stuff and I’m really excited to dig in and do tactical work with you. Oh yikes I wrote all this. I’m working on being a more succinct communicator, but I hate missing an opportunity to tell a story, ya know?