The AI Playbook for Customer Service Management

Customer service drives loyalty and trust, but scaling it is challenging. AI replaces Level 1 agents with efficient tools like an internal librarian for employees or a customer-facing assistant to resolve issues and deflect tickets.

Centralizing your knowledge base is key, enabling AI to analyze trends, grade customers, and empower proactive service. Thoughtfully applied, AI transforms customer service, boosting satisfaction and business success.

White-Collar Workers of the Future

We are at the dawn of a redefinition of white collar work. AI-Enhanced white-collar workers will achieve a minimum of 2-3x the productivity of traditional white-collar workers. This insane boost in productivity will ripple through business, shifting the rules for how to manage and drive growth, and what organizational models work best.

The Arc of Enterprise Software

Systems of record have existed for thousands of years – whether using stone tablets, paper, or modern digital systems. Now as AI-powered systems gain traction, some argue for a future where structured systems of record are unnecessary—replaced by dynamic, decentralized architectures that promise agility and immediacy. This perspective overlooks a critical truth: the value of AI lies not just in its ability to analyze data, but in the context provided by structured, reliable systems.

The future of enterprise software is not about choosing between structure and chaos—it is about integrating both to create systems that are agile, insightful, and deeply rooted in the truths of the business.

Understanding AI in the Business Context

AI isn’t just a buzzword—it’s the catalyst for a new era of business transformation. But amidst the excitement, one truth stands firm: no AI system can thrive without a strong foundation. Just as a skyscraper relies on its bedrock, AI depends on a robust system of record—a single source of truth for operations, processes, and data.

In this chapter, we confront a provocative question: Is AI the basis for a disruptive future, or does its success depend on how well it integrates with the operational principles of the past? The answer lies in how businesses balance the creativity AI enables with the discipline their systems demand.

To truly harness AI, businesses must marry the tried and true with the bold and new. This means understanding AI’s potential, acknowledging its limitations, and grounding its capabilities in the structured, reliable frameworks that have always driven value creation. The future of business belongs to those who can bridge this gap.

Are you ready to lead the way?

Understanding the Inputs and Outputs of Business

A business operates like a computer: taking inputs, processing them through strategies and operations, and delivering valuable outputs. Success lies in transforming resources like people, data, and capital into products, services, and experiences that resonate with stakeholders. By optimizing this process and embracing feedback, businesses can create sustainable value and thrive in a competitive market.