The restaurant manager stared at his phone. Three months ago, he’d launched an AI chatbot that promised to revolutionize customer service. Now his inbox overflowed with complaints.

The package arrives two days late. No explanation. No apology. Just silence. The software feature you rely on disappears overnight. No warning. No alternative. Just confusion.

A few years ago, I had an experience that changed my perspective on business. It didn’t happen in a boardroom. It happened with a customer who was complaining.

Yesterday, a friend gave me access to his WhatsApp Business account. He has a local store that sells home products through WhatsApp and Instagram. He had over 200 open conversations

Picture this: You’re paying for a Ferrari, but you’re only using it to drive to the supermarket. That’s essentially what most companies are doing with their software investments. The average large organization wastes

De la nada, el clima se siente diferente. Hay algo en el ambiente que señala otro momento de cambio. Al igual que la despedida inmediata del verano, las ideas empiezan a despertar en mi cabeza. Es hora de empezar un nuevo proyecto.

I’ve watched thousands of potential customers slip through digital cracks—excited buyers who asked detailed questions in WhatsApp, only to abandon their purchase when we sent them to a “simple” checkout page.