#cx
-
The four clocks in this series have been running at roughly the same speed. Capital concentration, labor bifurcation, and the productivity trough are all happening simultaneously, which is what makes the current moment structurally distinct from previous technology transitions. But the fourth clock, sector restructuring, doesn’t run at a uniform speed across the economy. It…
-
Here’s an excerpt from my latest Substack post: The aspirational AI customer service deployments today aim to not feel cold or mechanical. They are meant to be warm, patient, apparently attentive. They’ll remember what you said three turns ago. They’ll acknowledge your frustration. They tell you they understand. But is that true understanding, or a…
-
The most dangerous thing about AI in customer experience isn’t that it gets things wrong. It’s that it gets things right — efficiently, cheaply, at scale — while quietly optimizing away the interactions that create real customer relationships. Think of a river straightened into a concrete aqueduct: the metrics improve, but the ecosystem disappears. That’s the…
nitin badjatia 