INSIGHTS · POINTS OF VIEW
Thoughts on the craft.
Every week, a position on a CX architecture topic. Argued, concrete, defensible in front of a steering committee.
The agent's AI assistant only saves time if it adds no screen.
The AI assistant creates no productivity if it adds one more window. The real test lies in the business gesture, with no re-entry or detour.
Migrating as is: paying for the cloud to stay in legacy.
Migrating as is feels safe, but it freezes workarounds. Without sorting queues, skills, and rules first, the cloud inherits costly legacy.
The customer journey is not drawn in a workshop. It is read in the traces.
Journey maps tell what the company believes it does. System traces show what the customer endures. Without confrontation, you fund assumptions.
Your CX data is trapped in channel silos, and that is why it is useless.
As long as voice, email, chat, and social media stay in separate tools, CX data only describes silos. It drives nothing.
The cloud updates you without asking.
Always-current SaaS takes the change calendar out of your hands. Without notice, a faithful pre-production environment and alerts, every release is a risk.
Conversational AI degrades when nobody maintains it.
A conversational bot starts degrading the day maintenance stops. Without a recurring budget, it misreads intents, answers off target and ages in silence.
Your CCaaS clogs up like a legacy system. Configuration debt is invisible.
A CCaaS ages through its configuration, not its code. Orphan flows, stacked rules and dead integrations build a debt nobody sees until it breaks.
Self-service does not remove customer effort. It moves it.
Self-service does not improve the experience by default. It shifts effort onto the customer. The real test is CES and the fallback rate to assisted channels.
The speech analytics you pay for and nobody uses.
Speech analytics is worthless without an action owner. A finding with no decision, no deadline and no review ritual has no operational value at all.
FREE RESOURCE
CCaaS Migration : 25 checkpoints before Go-Live.
Our condensed checklist. PDF · 8 pages · free.