Insights
Writing on the parts nobody demos.
What AI changes, what it doesn’t, and the unglamorous work underneath both. Written from inside contact centre and CX programmes rather than from a vendor stage.
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Before the Door Closes
Five to ten people in your contact centre hold knowledge nobody else has, and none of it is written down. AI is quietly removing the conditions in which it used to get passed on — and no platform will capture it as a side effect of going live.
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Gods in the Machine
A 1981 BBC radio serial about a generation ship describes, almost exactly, how institutional scepticism gets lost in three steps. The first crew treat the ship’s computers as tools. The second trust them. The third worship them — and nobody left aboard can ask whether the outputs are right.
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The Calculator Generation
“My skills are worthless now.” It’s the fear I keep hearing, and it misreads what a powerful tool actually does to expertise. A calculator doesn’t give you mathematical ability — it amplifies the ability you already have. Give one to someone without the fundamentals and you get wrong answers delivered with complete confidence.
More in this series as it’s written. If there’s something you’d like us to take apart, tell us.
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The argument in full.
Foundation First sets out what has to be true before a CX platform or AI decision is worth making — the three foundations, and a worked example of how each one fails.