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.
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.
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.
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.