Point of view
The argument
Customer operations is being re-priced by AI, and most of the market is answering with tooling. The winners will fix ownership and evidence first, then automate what is left. This is the argument I keep making.
AI & operations
Why AI will not fix broken customer operations
Automation on top of unclear ownership and weak governance just makes the failure faster.
Read(coming soon)Sourcing
The future of CX sourcing is evidence, not procurement theatre
What changes when vendor promises are tracked as data instead of slideware.
Read(coming soon)BPO
What BPOs need to prove in an AI-enabled market
The new proof burden for outsourcing partners, and how buyers should test it.
Read(coming soon)Nordic CX
How real-time translation changes Nordic CX delivery
Language as a footprint decision, not just a tooling decision.
Read(coming soon)Leadership
Why CX leaders need a North Star before selecting vendors
Operating model first, vendor second — and what happens when it is reversed.
Read(coming soon)