Alex Mead
Customer service and CX practitioner with extensive operational experience, known for championing customer service experience (CSX) and pragmatic CX leadership, and creator of the 'Epic' CX framework.
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Feb 16, 2026 • 29min
Why Customer Service Experience Is Getting Worse (and How Leaders Can Fix It)
Alex Mead, a seasoned CSX leader and creator of the EPIC CX framework, argues that everyday service is slipping despite CX investments. He explains why conflating brand with operational service hurts frontline teams. He warns against treating AI as a silver bullet and highlights the need for living knowledge, real‑time data, and empowered service leadership.
