Customer experience
The customer did not disappear. The handoff failed.
When a qualified lead goes quiet, the instinct is to question the campaign. Often the real loss happened after the campaign did its job.
Read the field note ↗Writing
Ideas with operating consequences.
Customer experience · growth · operations · practical AI
Operations
AI cannot repair a workflow no one owns.
Automation makes a clear process faster. It makes an unclear process harder to see.
Read the field note ↗Implementation
The expensive part of automation is usually the exception.
The happy path demos beautifully. The business lives in everything that happens when the happy path breaks.
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