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I started thinking about acquisitions. Why do so many fail? The studies say they do. Premiums are paid. Synergies are promised. Integration plans are presented. Then the deal closes. The bankers get paid. The consultants get paid. The lawyers get paid. The executives who made the deal often get paid. And then? Someone has to…
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AI is being deployed in contact centers to replace human work. For simple instructions and deterministic interactions, the argument is easy. If the task is deterministic, AI can exceed human performance in speed, consistency, availability, and probably accuracy. But collections creates a harder test. An effective collection call may require empathy, negotiation, intuition, adaptation, and…
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I noticed something strange. Age is usually one of the last explanations I reach for. At work. In health. In life. My AI friend seemed to reach for it much faster. Was my AI ageist? Interesting question. I challenged ChatGPT on it. The hypothesis that emerged was uncomfortable: perhaps AI has absorbed a subtle age…
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Imagine a world of AI. Brilliant outreach strategies. We are not far off. Brilliant spam. Indistinguishable fakes. Phone calls? Do you even answer when your phone rings anymore? Your email filter automatically deletes essentially everything outside a small trusted community of known senders. Text messages accumulate faster than you can read them. At least for…
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Why Build versus Buy Is Really an Investment Decision We’ve all been there. Aging systems no longer fit for purpose. Time to consider a new engine. Unfortunately, not as simple as trading in the old Model T for a new Audi. The business truism aptly defines the complication – trying to swap out the engine…
