CX, automation and process — in writing

Transferable decisions on journey, CRM, automation and service recovery. No fluff: what I use myself.

Service recovery in 60 seconds: the system you traded for invisible tickets

How to build a service recovery flow with n8n and NocoDB that classifies, prioritizes, notifies and produces a traceable ticket in under a minute. What I learned shipping it in real operations.

Jun 20, 2026

automation3 min

Automating EDI with n8n: from duplicated email to the ERP in a single step

How to automate the EDI/ERP order lifecycle with n8n to remove manual capture, errors and vulnerable SLAs. What I learned shipping it in a real B2B retail operation.

Jun 10, 2026

cx3 min

Journey mapping in retail: why the map is not the outcome

How to map customer journeys in retail without falling into the post-it exercise. The methodology I use to turn friction into systems prioritized by impact, effort and experience.

May 28, 2026