— Topic
Business Strategy
11 briefings
IT Services
Beyond Billable Hours: A 25-Year Veteran's Roadmap for the Future of IT Services
After 25 years in the industry, I'm arguing that the traditional IT services model is obsolete. Pressures from cloud, AI, and the demand for business outcomes require a fundamental transformation from reactive service provider to proactive, value-bas...
Jan 03, 2026
5 min read
AI Customer Service
The Automation Trap: Why Forbes and Industry Experts Are Sounding the Alarm on AI Customer Service
A converging wave of data from 2024 and 2025 indicates that the rush to replace human support with AI is backfiring, driving valuable customers to competitors.
Dec 16, 2025
3 min read