Critical Analysis of Upstream Failure Costs in Support and New Research on Burnout in Customer Experience

Submitted this to SSRN today as a follow-up to the main Conversational Integrity Model paper. It takes a critical look at what prefaces a customer contacting Support, and whether we are attributing upstream failure cost appropriately (spoiler: no. No we do not) Additionally, I've been in touch with someone at the University of Aberdeen (Scotland), from the Psychology department. We will be co-authoring a paper on burnout and how it appears to behave differently in the world of CX (and other service industries). Which means peer review is imminent, which means the whole goal of 'make CS/CX an academic discipline' is a step closer.