Your KMS has a taxonomy. Your enterprise does not.
Why the semantic layer I spent years dismissing turns out to be the thing missing everywhere else.
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A Technical MVP Isn’t a Product. It’s a Bet That One Exists.
What happens when AI lets you build faster than you can decide what you’re building.
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How One Blue Became Four Blues (and What That Costs You)
Why keeping your product consistent matters more now that decisions happen faster with AI.
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The AI Performance Triangle: Why Every Company’s Results Look Different
Understanding the Quality-Speed-Cost trade-offs that make AI “success” impossible to standardise.
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You don’t have a knowledge base. You have a filing cabinet.
You pointed your AI at SharePoint and now it’s confidently wrong. Why? Because you don’t have a knowledge base. You have a filing cabinet. And until you understand the difference between a document repository and a KMS, your AI project is retrieving the wrong things, faster, at scale, with confidence.
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The knowledge base is auditable. The AI isn’t.
Part two of a two-part series. Part one covers why your AI architecture may not be fit for regulated environments. I spoke a client a few months ago. A legal dispute had landed, pretty standard for a regulated contact centre, a customer claiming an agent had given them incorrect information. The legal team’s request was…
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Data Permissions vs Knowledge Governance
The risk isn’t that enterprise AI search tools don’t work. It’s that they work exactly as designed, for knowledge workers, not contact centres. When you use discovery infrastructure to do governance work, the permissions get respected. The governance does not.
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The $15 Billion Rebrand: Why Our Revolutionary AI is 25 Years Old
I attended a Genesys partner conference recently. The presentation deck and speakers were impressive. They talked about their platform evolution, moving beyond CCaaS to become a full orchestration platform. They dropped every AI buzzword: A2A (agent-to-agent), MCP (Model Context Protocol), agentic workflows, AI Agents, multi-modal AI experiences. Then they shared some real-world use cases. Transcription…
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The Tool Won’t Change You. The Moment Will
Why AI adoption has nothing to do with access, and everything to do with the one experience that changes everything.
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AI Isn’t Taking Your Job. Someone Using AI Is.
What my grandfather’s pickaxe, COVID restaurant pivots, and a teenager’s dismissal taught me about every technological shift, and why this one has a shorter timeline.
