[Webinar] The Coordination Tax: The Invisible Line Item in B2B Customer Ops

B2B customer operations didn’t get harder because teams got worse — it got harder because coordination became the majority of the job. New research from Front, The Coordination Tax, found the typical B2B company spends nearly 3 hours coordinating for every 1 hour solving customer problems. Better tools sped up tickets but didn’t change the underlying reality. AI inherited the problem instead of fixing it. And 1 in 7 companies have figured out how to flip the ratio.

In this 45-minute live conversation, Dan O’Connell (CEO, Front) sits down with CX advisor and Punk CX author Adrian Swinscoe to translate the findings into practical leadership implications.

What you’ll learn

• Why outcome metrics like CSAT and resolution time miss the hidden cost — and what to measure instead

• How more sophisticated platforms can speed up tickets without reducing coordination overhead

• What AI actually needs to reduce coordination work (instead of adding to it) in complex, multi-team operations

• The shared characteristics of the top 14% — the companies that spend more time solving than coordinating