Insights
AI Transformation
Practical perspectives on using AI to improve how complex B2B organizations listen, decide, and operate. These articles focus on transformation strategy, operating models, maturity, and turning AI capabilities into measurable customer and business outcomes.
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The Case That Should Never Have Been Created
There is a moment in every Support organization when a case stops being just a case. At first, it looks ordinary. A customer cannot complete a task. An agent finds the right answer. A knowledge article gets attached. The case is closed. The dashboard moves on.Then it happens again.And again.Different customers. Different accounts. Slightly different…