AI
The AI Answered. The Customer Called Anyway
Automated support handles more contacts than ever and the phones have not gone quiet. The gap between the two numbers is where the cost went.
Operations
Tagged stories
AI
AI Agents Take Over the Back Office, Quietly
The most consequential AI deployments of the year are not chatbots. They are agents reconciling invoices, chasing documents and closing tickets nobody wanted to touch.
AI
Small Businesses Find New Uses for Generative AI
Away from enterprise pilots and keynote demos, small firms are putting generative tools to work on the least glamorous parts of operating a business.
Leadership
The Rise of the Operator: Why Founders Are Hiring COOs Earlier
Companies that once waited for a crisis to bring in operational leadership are now hiring chief operating officers years earlier, and the founders pushing hardest for it are the experienced ones.