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    Field Notes

    Dispatches from inside the implementation.

    Real numbers from teams shipping AI into CX in production. Vendor watch. Pilot post-mortems. Operator interviews. No press releases.

    ● Featured
    Vendor Watch

    The $250K Mistake CX Teams Keep Making With AI Vendors

    Most CX teams burn a quarter-million on a platform that promises AI and ships a roadmap. Here's what to look at before you sign.

    Apr 22, 2026·5 min

    Why Your Pilot Failed in Week 5. It Wasn't the Tech.

    Pilots don't die from bad models. They die from week-five fatigue, no executive air cover, and a metric nobody agreed to.

    Apr 15, 20264 min

    Map, Match, Build, Multiply: A Field Guide

    The Copious Method™, stripped of the deck-speak. Four phases, what happens in each, what to ship at the end of each.

    Apr 8, 20266 min

    Qualtrics Sold You a Platform. You Needed an Implementation.

    Buying software is not the same as deploying software. The category leaders make their margin on the gap.

    Mar 28, 20264 min

    The Boring AI Stack That Actually Works

    No agents, no swarms, no graph databases. Three boring components, wired into the tool your team already uses.

    Mar 19, 20265 min

    Your Agents Aren't Scared of AI. They're Scared of You.

    Adoption isn't a training problem. It's a trust problem. Read what your top three agents think before you ship.

    Mar 11, 20264 min
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    The Workbook · $79✦Useful AI Over Hype AI✦62 Pages. 13 Worksheets.✦Augment, Don't Replace✦Lead Humans, Not Bots✦Built by an Operator✦No Money From Vendors✦Run It On A Tuesday✦Sharper Team, Not Smaller✦The Workbook · $79✦Useful AI Over Hype AI✦62 Pages. 13 Worksheets.✦Augment, Don't Replace✦Lead Humans, Not Bots✦Built by an Operator✦No Money From Vendors✦Run It On A Tuesday✦Sharper Team, Not Smaller✦The Workbook · $79✦Useful AI Over Hype AI✦62 Pages. 13 Worksheets.✦Augment, Don't Replace✦Lead Humans, Not Bots✦Built by an Operator✦No Money From Vendors✦Run It On A Tuesday✦Sharper Team, Not Smaller✦The Workbook · $79✦Useful AI Over Hype AI✦62 Pages. 13 Worksheets.✦Augment, Don't Replace✦Lead Humans, Not Bots✦Built by an Operator✦No Money From Vendors✦Run It On A Tuesday✦Sharper Team, Not Smaller✦