Last Mile, First.
If 2024 was the year that I called BS on corporate AI theater, 2025 was the year I yawned and searched for substance elsewhere.
If 2024 was the year that I called BS on corporate AI theater, 2025 was the year I yawned and searched for substance elsewhere.
Voice IVA was overfunded, overhyped and did not automate away the industry like the YC kids wanted us to believe.
“Agentic Orchestration” is still an abstract concept and demo-ware at best.
Agent Assist is useful, but only for a small percentage of interactions that require depth or non-routine complexity.
Automated QA has become a checkbox illusion of AI adoption, where the noise-to-value ratio is inverted.
Post-call summaries matter little without intentional construction and automated data pushes into the CRM.
Organizations still lack the know-how to implement and adopt AI with any measure of success, while most vendors continue pandering to the press.
So, in 2026, I'm putting the "Last Mile, First" by attacking the constraints to customer adoption.
Our thesis is Unified CX.
Customer experience breaks when strategy, tooling, deployment, and operations are split across vendors with misaligned incentives.
Consultants advise without ownership.
Integrators deploy and then leave.
BPOs run agents but seldom own the full stack.
Software vendors collect license fees whether the thing works or not.
Nobody owns outcomes. So nobody delivers them.
That's why I'm converging our separate AI-CX companies into one: InflectionCX
One system. One partner. End-to-end accountability.
We discover opportunity, design the solution, deploy the technology, and operate it in production with live Agents and AI ones -> converging people and AI into a single operating paradigm.
And, we’re running the opposite playbook of everyone else:
We’re investing heavily in non-CX-facing systems that expand internal capacity and enable precision and scale: recruiting, learning management, and go-to-market.
We’re putting Foundation over foundational models, ensuring that your data, context, governance, and processes exist before AI is deployed. If those aren't ready, neither is your AI.
Decades of digital red-lining have left large parts of the country without residential high-speed internet. No internet means no remote work. So we’re putting call centers where they matter most: Rural America.
Which also means that next year, I get to go play in the dirt.