Writing
Innovation designed for perception, not performance. The technology changes. The operating model does not.
The future may belong to BPO companies that learn to productize their expertise, rather than simply package it as a service.
What we are experiencing today is much closer to a base camp. A place where we are learning what AI can do, what it cannot do, and what the next stage might look like.
Even if the AI market experiences a correction, that does not mean AI disappears. Quite the opposite.
WFM is becoming part of an organisation's broader technology and risk landscape. Never automatically trust. Always verify.
Frankenstein's mistake was not creating something powerful. It was failing to take responsibility for what he created. That is the lesson I see for businesses today.
Predictive AI helped WFM see further. Agentic AI has the potential to help WFM act faster and continuously adapt.
The conversation is moving from automation that helps WFM professionals make decisions, to AI that can participate in the decision-making process - and, in some cases, act on it.