Insights on AI, Customer Experience & Organizational Change
For thirty years, enterprises measured their reliability in nines. That premise just acquired a successor. Availability is table stakes and something else has become the scarce resource.
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Every deferred decision has a price. Innovation debt appears on no dashboard, has no owner, and accrues silently. That is exactly why it is the more dangerous of the two.
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AI made every individual skill cheaper this year, and made the combination of depth, range, and connection more valuable. That is the defining talent economics of the decade.
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Most CX strategies fail in the gap between what customers perceive and what actually produces it. The invisible backstage work is where market share is actually won or lost.
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Organizations don't have a storage problem. They have a retrieval problem. Here's why your company keeps re-learning lessons it already paid for, and four practices that build real institutional memory.
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Knowledge has a half-life, and AI is shrinking it fast. The professionals overinvesting in perishable expertise while underinvesting in durable judgment are making a costly strategic error.
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We keep adding AI tools. Employees keep pretending to use them. Leadership keeps calling it a transformation. Most people are asking whether any of it is actually working.
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Individual contributors are directing AI agents every single day. Nobody trained them to do it. That's a leadership gap hiding in plain sight — and it's time organizations did something about it.
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Why the metrics your contact center trusts most may be the ones holding it back. The disconnect between what gets measured daily and what actually drives business value is not a small gap—it's a chasm.
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Every strategy conversation starts with what's about to be disrupted. But there's a question nobody seems to ask: what hasn't changed? Jeff Bezos made this point for years—it's easier to build durable strategy around things that won't change.
Read More →Visit our archive to read 14 more articles from earlier in 2025
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