How AI is changing customer service
Customer service is one of the business functions most visibly transformed by AI. The changes are happening faster than most organizations planned for, and the outcomes depend heavily on implementation decisions that are easy to get wrong.
How AI is changing the legal profession
AI is reaching the legal profession later than some other knowledge work sectors, but the changes are arriving now and they are structural. The economics of legal work, the skills that matter, and the relationship between clients and firms are all shifting.
How AI changes the economics of software development
AI coding tools are compressing certain parts of the software development cycle. The parts they compress are not the expensive parts. Understanding where the real costs live changes how you should think about the productivity claims.
The AI vendor landscape is consolidating: what it means for buyers
The number of credible AI infrastructure vendors is shrinking. For enterprise buyers, that changes the procurement calculus in ways that are not yet reflected in most vendor evaluation frameworks.
How AI is changing the sales function
AI is reshaping sales in ways that are more nuanced than the pitch decks suggest. Some tasks are genuinely going away. Others are becoming more important.