Customer experience is an operations problem.
The Experience Desk exists because the best customer experience work happens where almost nobody is looking: the back office.
Walk into most customer-experience conversations and you will hear about surveys, scores, and scripts. Those things matter. But ask a customer why they left, and the answer is rarely "your NPS survey was clumsy." It is that onboarding took three weeks, an invoice was wrong twice, a contract sat unsigned, or a simple request bounced between four inboxes.
That is the operational side of customer experience, and it is what we write about here. Onboarding paperwork. Billing accuracy. Contracts and signatures. Support requests that arrive as messy email. The certificates, purchase orders, and approvals that quietly decide how a customer feels about you long before anyone sends a survey.
We write for the people who run this work: support leads, onboarding managers, billing and operations teams, and the founders who still do all three. The goal is practical. Real workflows, honest tradeoffs, and the occasional strong opinion about why a process is broken.
Who writes here
Maya Renner spent ten years running support and onboarding teams at B2B software companies before turning to writing full time. She covers the operational mechanics of customer experience: the handoffs, documents, and queues that determine whether a customer ever reaches the part of your product worth paying for.
Daniel Voss is a former billing and back-office lead who writes about the money-touching side of experience: invoicing, accounts payable, refunds, and disputes.
How we work
We are independent. When we mention a tool, it is because it genuinely fits the workflow under discussion, and we keep those mentions sparse and in context. We would rather be useful than comprehensive.
Have a process worth writing about, or a disagreement worth airing? Get in touch.