Tag: Escalation Design
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10 governance principles that remove transformation slippage by design
Transformation doesn’t slip because teams can’t deliver. It slips because decisions don’t close. Unclear ownership, vague guardrails, slow approvals, and informal exceptions quietly push timelines to the right. What looks like “execution risk” is often decision latency disguised as alignment. In this article, I outline 10 governance principles that remove transformation slippage by design: one… Read More
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GenAI in Customer Service: Escalation Design Is the Real Product
In GenAI-powered customer service, the model is not the product. The escalation design is. Customers do not judge your AI on fluency. They judge it on what happens when it fails. If a refund request loops three times, if a promo exception cannot reach a human, if context is lost during handoff, trust collapses. Escalation… Read More
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