Implementing Asynchronous-First Communication for Distributed Teams
Let’s be honest. The sudden shift to remote work left many of us clinging to what we knew: the live...
Terry Barrera
The Economics and Logistics of Hyper-Local, On-Demand Manufacturing Hubs
Picture this: you need a replacement part for your coffee machine. Instead of ordering it from a warehouse halfway across...
Operationalizing Ethical AI Governance: Moving from Policy to Practice
You’ve got the principles. You’ve drafted the policy document. Maybe you’ve even formed an ethics committee. But here’s the real...
Navigating the Business Implications of Spatial Computing and the Metaverse
Let's be honest—the buzzwords are everywhere. "Metaverse." "Spatial Computing." They can feel like abstract concepts from a sci-fi novel, not...
Optimizing B2B Customer Support for Product-Led Growth and Freemium Conversions
Let's be honest. In a product-led growth (PLG) world, your support team isn't just fixing problems anymore. They're on the...
Beyond the Ticket: How Customer Support Holds the Key to Zero-Party Data
Think about your last great customer service experience. Maybe an agent solved a tricky problem, or perhaps they just listened...
From Reacting to Predicting: Building a Proactive Support Strategy with Predictive Analytics and IoT Data
Let’s be honest. For years, customer support has been a bit like a fire department. The alarm rings—a ticket comes...
Beyond the Help Desk: Building a Peer-to-Peer Support Community for Your Niche B2B Software
Let's be honest. If you're selling a specialized B2B tool—think procurement software for the maritime industry, or a CAD plugin...
Managing Intergenerational Knowledge Transfer and Reverse Mentoring Programs
Let’s be honest. The modern workplace is a fascinating, sometimes chaotic, blend of generations. You’ve got seasoned pros with decades...
Managing Hybrid Teams Across Multiple Time Zones with Asynchronous-First Workflows
Let's be honest. The old playbook for managing a team is, well, outdated. You know the one: everyone in the...
