Kurt Hamm
Contact center strategy advisor. Author of The Right Order. Founder of Aetheria Systems.
I published a book about the thing I keep seeing break contact center modernization projects. Not the technology. The sequence.
I have spent my career inside operations where failure was not an option. When a state unemployment agency collapsed under a 4,000% surge during the pandemic, I deployed a cloud contact center in 90 days and scaled it from 200 to more than 1,200 agents. When a state revenue department suffered a catastrophic data breach, I led the recovery and rebuilt its systems under congressional scrutiny. And again and again, I have been the person called after a vendor walked away from a failed CX implementation.
Those years taught me a pattern: organizations do not fail for lack of budget or technology. They fail because they buy the right capabilities in the wrong order. The Right Order is the framework I wish every client had before their first platform purchase: five levels of operational maturity, six capability dimensions, and the economics that make sequencing decisions defensible in front of a board.
CX Advocate is where that methodology lives: the model, the free diagnostic, and the book. When you want help applying it to your operation, that is what the intro call is for.
Full background, credentials, and case studies at kurthamm.com.