About

Hi, I'm Hamish Lang. I've spent a good chunk of my career in and around customer experience, first leading CX at a startup (where you quickly learn that nothing works quite the way the textbook says it does), and more recently consulting with businesses to help uplift their self-service, AI support bots, and Zendesk configurations. These days I manage a team of consultants doing that same work, which keeps me honest about what's actually happening in the real world versus what looks good in a slide deck.

CX Tapes came out of a pretty simple frustration. A lot of content in this space is either too surface level, too promotional, or sounds like it was written by a committee. I wanted somewhere to put honest takes on Zendesk news, practical best practices, AI in CX (genuinely interesting but also a bit of a minefield), and what leadership actually looks like day to day.

I'm not here as the definitive voice on any of this. I'm just someone who finds this stuff genuinely interesting, stays close to the work, and wants to share what I'm learning along the way.

If you're running a support team, implementing Zendesk, or just trying to figure out where CX is heading, hopefully something here is useful.

What does CX Tapes mean?

I'm actually a little obsessed with tapes. In my spare time I make ambient music and use them a lot in my process. How is that relevant to CX? It's not! But I love the idea of creating content like different tapes, each covering different topics like different genres. Keeping things a little worn and not perfect really appeals to me too. Especially in the age of AI, I think a little human warmth, the odd error, and things not quite perfect are actually really lovely.

What are the goals of the blog (currently)?

Lofty! I'd love to start by covering what I know fundamentally in Zendesk, CX strategy, and self-service. Over time I'd love to review AI self-service bots, because this is an incredibly bloated space and the more open, honest reviews out there the better. I'd also love to interview leaders in the support space who are making a real difference to other people's lives.

Contact: cxtapes@gmail.com