Customer Service Leadership in the age of AI
Peter ArmalyWhy artificial intelligence changes everything in business, including your day to day job as a team leader.
| Platform |  | Pricing | Only free issues | Publishes | Monthly |
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| Issues | 10 | Founded | 3 years ago | Last Issue | 3 months ago |
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peterarmaly.substack.comLatest Issues
When an essay creates a necessary firestorm
You may have read the recent essay by Citrini Research called, THE 2028 GLOBAL INTELLIGENCE CRISIS: A Thought Exercise in Financial History, from the Future. If not, you should. Just don’t read it before bed.
The piece blew up online comme...
Don't Dismantle Customer Success - Encode It
A couple of months ago, I published an article arguing that Customer Success as a distinct business organization will mostly disappear within the next couple of years. The response was immediate, mostly in agreement, and was more anxious th...
The Coming Obsolescence of Customer Success
The Coming Obsolescence of Customer Success: Why the Department Will Disappear
For years, I’ve helped so many companies build and/or refine their Customer Success organizations that I ended up co-authoring a book on mastering the disciplin...
Cheers to people working hard outside the glare and noise of AI
You know what’s good about being a judge on a panel for an International Customer Experience Awards program in late 2025?
- It’s not getting out of bed at 3:30am ET so I could login to the portal before the first presentation started at...
Y2K, AI, and other matters of technical debt
Big confession ==> I saw a problem for society and I chose to remain silent. The year is 1992 and I am looking at the 2-digit date fields in source code for Assembler and COBOL programs that were 20 years old at that time. The programs were...
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B2B customer lifecycle management enthusiast and idea pusher
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