Essays and field notes on customer experience, service design, and what actually moves a team.
The buildings industry is pouring energy into building autonomy (self-optimizing systems, predictive maintenance) while under-designing the human experience layer around it. Two things are true at once: expectations for AI-driven service are rising fast, but tolerance for AI failure is razor-thin, especially in B2B where a bad automated interaction means a missed SLA, not just an annoyed shopper.