Beyond Automation

Why Customer Problems Keep Coming Back

Six essays on recurring customer problems, from contact-center automation to decisions across product and operations.

Start with the first article →

1. Why Do Customers Still Call?

2. What Were We Actually Trying to Solve?

3. Who Gets to Define the Problem?

4. Who Owns the Customer's Problem?

5. What Can We Finally Decide with AI?

6. From Insights to Action: What Changes Now?