The term “copilot” is borrowed from aviation for a reason. A copilot assists, but never takes the controls alone. Software picked up the same idea
Up until recently, soccer was largely viewed with a narrow lens: goals, shots, and possession percentage. But at the ‘26 FIFA World Cup, we saw
In tech support, the ticket queue looks deceptively flat. A password reset and a broken enterprise integration arrive in the same place, get worked in
Most escalations don’t fail because the issue is too complex. They fail because the context doesn’t travel with the ticket. The ticket moves to the
Every support team has a rule set. Usually it starts small — route emails with the word refund in the subject to billing, close tickets
A customer emails in about an invoice discrepancy. The agent can’t respond without more context — so the lookups begin. They open NetSuite to pull
A support agent gets a ticket on Monday morning. An enterprise customer’s integration broke over the weekend and their ops team has been blocked for
For many B2B companies, Slack has become the default channel to manage customer relationships. It typically starts during onboarding — a dedicated Slack channel gets
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