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Mark Sherwood is a CX strategist and support operations leader who helps teams scale without burning out or losing quality. He’s worked with SaaS and ecommerce companies to build sustainable systems, improve self-service, and streamline support workflows. Through SherwoodCX.com and consulting, he shares practical strategies for modern CX teams who want to grow the right way.
Your help center used to be just documentation and a place for customers and support agents to find answers. Now, it’s the thing your support bot reads to answer customers, and it never stopped being documentation. This means every article now has two readers at once. The only problem is that one of them can’t…
Mark Sherwood · 28 Jul 2026
In customer support, first touch is always important. But follow-up often gets underestimated when teams talk about what creates a strong customer experience. At small volumes, the processes around follow-up are trivial. The agent sends the key message, the customer replies, and the issue closes. At tens of thousands of tickets a month, that model…
Mark Sherwood · 7 Jul 2026
Most teams I talk to think they’ve “done AI” once agents copilots, summaries, tagging, and documentation help are live. That is a great start, but that’s the baseline now. Not the destination. I’ve seen this a few times already: the first wave goes in and it genuinely helps, replies get faster, notes are cleaner, tagging…
Mark Sherwood · 21 Apr 2026
Automated Ticket Routing simplified: find out how Swifteq Ticket Classification turns tags into workflows that route tickets faster & reduce..
Mark Sherwood · 3 Mar 2026
Wondering how AI-Assisted Writing actually impacts customer support, when it boosts CSAT, speeds replies, and improves agent performance? Read on…
Mark Sherwood · 27 Jan 2026
