Insights on AI, Customer Experience & Organizational Change
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.
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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.
Read More →A Deloitte director revealed a striking imbalance in enterprise AI investment: 93% flows into technology, platforms, and tools, while a mere 7% supports people.
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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.
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Organizational culture and strategy are two critical components of any successful organization. During times of change, these two can become misaligned.
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The landscape of customer service is experiencing a transformative revolution with the emergence of agential artificial intelligence.
Read More →Visit our archive to read 9 more articles from earlier in 2025
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