Tag: GenAI
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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 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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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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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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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 Rise of Agential AI in Customer Service: A New Paradigm of Intelligent Support
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The landscape of customer service is experiencing a transformative revolution with the emergence of agential artificial intelligence – sophisticated AI systems that demonstrate agency, autonomy, and purposeful behavior. Moving beyond the capabilities of conventional AI that simply responds to prompts, agential AI systems actively engage in decision-making, maintain persistent memory,…