A newsletter using vivid scene-setting narratives to explore why AI in customer experience fails or succeeds, drawing on Conway's Law, behavioral economics and organisational design. Readers get analysis of fragmented AI roadmaps, integration gaps and how AI agents threaten friction-based revenue.

A newsletter of first-person essays on using AI and good judgment in everyday professional work, with a focus on customer experience analytics. Issues pair concrete anecdotes and analogies with practical advice on presenting findings and getting more out of AI assistants like Copilot.

Jeroen thinks examines the security risks of converging AI, CRM, UCaaS and CCaaS into single customer contact platforms, and how trust and permissions shift when those systems merge. It also covers the weaknesses of LLM system prompts and prompt injection in retrieval-augmented systems, aimed at contact centre and enterprise AI practitioners.

Tyler Fontaine writes long, personal essays drawn from his career in helpdesk, sysadmin and support engineering, arguing that good technical support depends on empathy, observing users in person, and holistic thinking about connected systems. Readers get practical reflections and worked examples on what makes support and user-facing software genuinely good.