Notes

What we've actually learned

A few times a year, when we have something worth saying: what AI automation really costs, what it does not fix, and what broke when we ran it in our own business first.

26 August 2026 customer experience

Why Big Companies Can't Fix Their Customer Service — and Why You Can

I spent twelve years building software inside one of the world’s largest corporations. Then I spent an afternoon on hold with one. Both taught me the same thing.

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