Happiness Harbor Insights https://happinessharbor.io/insights/ CX, AI and the psychology of high-pressure operations. By Roberto La Rosa. en How I automate support ticket triage with Make.com and Claude https://happinessharbor.io/insights/ai-support-triage-architecture.html https://happinessharbor.io/insights/ai-support-triage-architecture.html A practitioner's architecture for automating support ticket triage, and why it only works with the right foundations first. Thu, 06 Aug 2026 09:00:00 GMT How to hire for CX leadership, without screening for the wrong thing https://happinessharbor.io/insights/hiring-cx-leadership.html https://happinessharbor.io/insights/hiring-cx-leadership.html Most CX leadership hiring screens for polish. What to screen for instead, from 20 years hiring across European scale-ups. Thu, 06 Aug 2026 09:00:00 GMT When someone on your team pushes back, read it before you react to it https://happinessharbor.io/insights/reading-team-pushback.html https://happinessharbor.io/insights/reading-team-pushback.html Pushback is usually signal, not noise. How to read resistance before responding to it. Thu, 06 Aug 2026 09:00:00 GMT How many CX vendors are too many? A governance framework, not a number https://happinessharbor.io/insights/cx-vendor-governance-framework.html https://happinessharbor.io/insights/cx-vendor-governance-framework.html Vendor sprawl is rarely about the count. The governance framework, and the sunk cost bias that keeps underperforming vendors on contract. Fri, 24 Jul 2026 09:00:00 GMT Your CSAT might be lying to you. Here's the formula that tells the truth https://happinessharbor.io/insights/csat-fcr-revenue-formula.html https://happinessharbor.io/insights/csat-fcr-revenue-formula.html A high CSAT with a low FCR is a warning, not good news. The formula connecting support metrics to ARR and NRR, plus an interactive calculator. Fri, 24 Jul 2026 09:00:00 GMT Fractional CX Director: when you need one, what it costs, and when you don't https://happinessharbor.io/insights/fractional-cx-director-costs.html https://happinessharbor.io/insights/fractional-cx-director-costs.html The honest breakdown by someone who sells the model, including the three cases where you should not buy it. Sun, 05 Jul 2026 09:00:00 GMT What is a Customer Happiness Center? The model, explained by the person who built it https://happinessharbor.io/insights/customer-happiness-center-model.html https://happinessharbor.io/insights/customer-happiness-center-model.html The operational model that turns a contact center into a strategic business unit. Sat, 04 Jul 2026 09:00:00 GMT AI deflection fails when it is implemented under pressure https://happinessharbor.io/insights/ai-deflection-under-pressure.html https://happinessharbor.io/insights/ai-deflection-under-pressure.html Most AI customer service projects fail for organizational reasons, not technical ones. Sat, 04 Jul 2026 09:00:00 GMT Locus of control: why contact center agents disengage, and what it costs you https://happinessharbor.io/insights/locus-of-control-contact-center.html https://happinessharbor.io/insights/locus-of-control-contact-center.html Agent disengagement is a design problem, not a motivation problem. Sat, 04 Jul 2026 09:00:00 GMT