When AI Agents resolve the majority of customer conversations, the shape of your support team has to change.
This is part two of our five-part series on customer service planning...
Videogames, at least the kind I’m talking about (RPGs, adventure kinds of somewhat narrative videogames, Zelda games, Elden Ring, etc), have essentially three “places”:
Outside – Hyrule field. Most of...
October 2023One of the most important things I didn't understand about the world
when I was a child is the degree to which the returns for performance
are superlinear.Teachers and coaches...
Support teams in Spain just got the clearest signal yet that the old way of doing things won’t cut it anymore.
That signal comes in the form of one of...
November 26, 2025
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Programming
What do you think is gonna happen after I press tab when looking at this screenshot?
That’s right, its gonna do nothing and suggest something else that it...
April 2022One of the most surprising things I've witnessed in my lifetime is
the rebirth of the concept of heresy.In his excellent biography of Newton, Richard Westfall writes about the
moment...