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A2A vs MCP: Understanding the Difference—and Why Customer Service Needs Both
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Customer service is entering a new era. For years, organizations relied on chatbots, IVRs, and scripted workflows. Today, the focus has shifted to agentic AI—systems that can reason, collaborate, and act with real autonomy. Two architectural concepts are driving this shift: A2A (Agent-to-Agent) and MCP (Model Context Protocol). These terms…
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The 93/7 Problem: Why AI Investments Are Failing People—and What Leaders Must Do About It
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I recently read somewhere that a Deloitte director shared a statistic; he revealed a striking imbalance in enterprise AI investment: 93% flows into technology, platforms, and tools, while a mere 7% supports people. At first glance, this allocation appears rational. Artificial intelligence demands sophisticated infrastructure, evolving models, complex orchestration layers, and extensive vendor ecosystems—all requiringsubstantial capital. However, this…
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Coping with Resistance and Uncertainty During Organizational Change
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Let’s be real—organizational change isn’t just a business strategy, it’s a personal experience for everyone involved. It can stir up stress, excitement, confusion, and sometimes hope. Whether change means a new software rollout or a total restructure, most employees find themselves wondering, “How will this affect me and the team?”…
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How to align organizational culture and strategy during organizational change
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Organizational culture and strategy are two critical components of any successful organization. However, during times of change, these two components can become misaligned, leading to confusion, resistance, and ultimately, failure. Therefore, it is essential to align organizational culture and strategy during organizational change to ensure success. In this blog, we…
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Why AI Needs More Ethics, Not Less: My Thoughts
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A few weeks ago, I was at the Customer Contact Week conference in Las Vegas—a buzzing hub of innovation, strategy, and, as it turns out, controversy. As I wandered the expo floor, a bold banner caught my eye. It read, in unmistakable letters: “AI doesn’t need human ethics.” At first,…
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Empowering Agents: How Contact Center Technology can Boost Agent Productivity and Engagement
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In the highly competitive business world of today, delivering excellent customer service is more important than ever before. Customers are becoming increasingly demanding, expecting fast and efficient service across multiple channels. As a result, businesses are investing heavily in contact center technology to empower their agents to deliver exceptional customer…
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Unlocking the full potential of Amazon Connect
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It has been a pleasure to connect (pun intended), talk and eventually collaborate with Eliza Taylor to co-author this blog. We are both passionate about this topic pf org change management for large transformational projects, specially those that involve customer service. This topic is an area that I have also…
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Building a Customer-Centric Culture in Your Contact Center: Strategies for Driving Satisfaction, Loyalty, and Revenue
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In today’s business landscape, customer satisfaction has become a top priority for companies across all industries. Customers have more options than ever before, and their expectations are constantly evolving. In response, companies are increasingly adopting customer-centric approaches to drive customer satisfaction, retention, and loyalty. The contact center is often the…
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Creating a Customer-Centric Culture
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In today’s business landscape, customer satisfaction has become a top priority for companies across all industries. Customers have more options than ever before, and their expectations are constantly evolving. In response, companies are increasingly adopting customer-centric approaches to drive customer satisfaction, retention, and loyalty. The contact center is often the…
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The Difference Between a Manager, Mentor, and Sponsor—Which one do you need?
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Sometime back I was talking to my brother and he said something that stuck with me. He shared that he has had some amazing mentors in his career, but he wishes that he had a strong sponsor earlier in his career. That got me thinking, we search and pursue mentors…