From the operator's desk

Perspectives on CX,
AI, and what actually works.

No vendor pitches. No hype cycles. Operator perspectives on customer experience transformation, AI readiness, and how service organizations actually change.

AI Strategy April 2026

You’re Measuring the Wrong Thing. And Your AI Vendor Knows It.

I’ve sat in enough executive briefings to recognize the pattern. The slides go up, the containment numbers look strong, and the room feels good about the AI investment. What nobody mentions is what’s happening to NPS on the same timeline.

AI Readiness March 2026

Who’s Flying the Plane?

AI is often described as a co-pilot, but few organizations clearly define who is actually in control. This breaks down why AI deployments succeed or fail in contact centers.

AI Strategy February 2026

CX AI in 2025: What It Means for the Rest of Us

Breaking down what McKinsey's State of AI 2025 report actually means for CX leaders — why most organizations stay stuck in pilot mode, and how smaller teams can move faster by staying disciplined.

Industry Shift January 2026

The End of the Seat?

Agentic AI is disrupting the seat-based pricing model that has defined contact center economics for decades. Here is what actually changes — and the harder questions about operating model and workforce that technology alone cannot answer.

Perspectives on CX,AI, and what actually works.

Perspectives on CX,
AI, and what actually works.