Category: AI
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Focus on What’s Not Changing
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Every strategy conversation I’ve sat in lately starts the same way: what’s about to be disrupted, what’s emerging, what needs to change. Disruption has become the only lens. And I get it — AI is genuinely reshaping customer service fast enough that standing still feels like falling behind. But there’s…
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A2A vs MCP: Understanding the Difference—and Why Customer Service Needs BothÂ
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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…