Another Point of View
Most founders buy AI tools based on demos and never measure whether they pay off. Here is the three-layer ROI framework I use to evaluate every AI tool purchase and cut the ones that waste money.
Read more →AI agents are flooding enterprise systems, but most companies have zero security controls built for autonomous software. Here are five essential controls every organization needs to secure their AI agents before something goes wrong.
Read more →Visual customer support is the fastest-growing support channel in 2026. Text troubleshooting for physical products is broken. Here’s why seeing beats describing.
Read more →Customer support is reshaping how we think about this topic. You’ve seen this ticket before.
Read more →Multimodal AI customer support lets customers send photos and video to get help. Here’s why this changes support fundamentally and how to build for it.
Read more →NVIDIA launched its open-source Agent Toolkit at GTC 2026. Here is why it is the most strategic infrastructure move in enterprise AI this year.
Read more →Every support team tracks ticket volume and CSAT. The teams that actually improve track five other things. Here they are.
Read more →Not every tool your vendor sold you in 2025 delivered. Here’s an honest look at what worked in support tooling and what’s worth investing in next.
Read more →The software license is the visible cost of AI support tools. The invisible costs are where most budgets go wrong. Here’s the honest accounting.
Read more →Running customer support across distributed time zones sounds great on paper — 24/7 coverage, lower cost. The execution is where it gets hard.
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