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PERSPECTIVES
PERSPECTIVES
On support operations, AI strategy, leadership, and the systems behind the work.
March 18, 2026
What Ramp-Time Reduction Actually Requires (It’s Not Better Training)
Most support organizations treat slow ramp times as a training problem. They’re wrong — it’s a design problem.
March 18, 2026
Why Most Support Orgs Treat AI as a Feature Instead of an Architecture Decision
AI pointed at a broken process doesn’t produce insight — it produces confident noise.