Recalibration

Industry transitions are never led by headline-chasers. They’re led by the people willing to rebuild the core of not just the tech stack, but the culture behind it.

Just coming out of the mountains and 9 days completely off-grid, so let’s ease back in...

In the silence, I came to realize that the giant sucking sound we hear is the vacuum of leadership in the contact center space since AI showed up.

CX vendors today are mostly chasing trends and faux accolades. While analysts are stuck parsing their technical jargon and press releases, customers still can’t tell the difference between now and 2022 when ChatGPT arrived.

The market is a flash flood of AI tools that never considered the operator.

Transformation was promised yet more complexity was delivered.

The failure is of architecture, ownership, and intention.

What comes next isn’t a tech problem. We’re done debating whether AI can do more. It can and it will.

It’s now a reckoning of values where the real questions are:

- Who’s shaping what we actually want to get out of AI?

- Who’s willing to lead without a roadmap?

Industry transitions are never led by headline-chasers. They’re led by the people willing to rebuild the core of not just the tech stack, but the culture behind it.

Now we separate the operators from the opportunists so the future can be shaped by what we decide to stand for, not what vendors decide to ship.

It’s our work to do now.