Service Matters
Nick Clark, Juan Martin MaglioneA blog about the latest news, trends and issues in customer service. Written in a personal capacity.
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 88 | Subscribers | Read | servicematters.substack.com |
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Latest Issues
Recent posts by this newsletter. Browse the email archive.
Get excited by guardrails and governance
The sexiest topic in Agentic AI is not the latest demo from Anthropic, OpenAI or Nvidia, but is - bear with me - control frameworks. Why? Because the surest route to financial benefit from autonomous AI Agents is to be able to run then en m...
Going to be managing AI Agents? this is what you'll want to know
The secret to scaling autonomous AI agents in customer service is not building autonomous agents in customer service. That part is (relatively) straightforward. Two more difficult problems are critical to success:
BPOs are adapting to AI reality - here's what it takes to lead
I have written in the past about how AI does not have to be an existential threat to BPO (Business Process Outsourcing) companies, as long as they move decisively to adapt their businesses to the new reality.
Is your contact centre a cybersecurity timebomb?
Whenever a news article comes out about a company’s IT systems being hacked, it's more likely than not that a contact centre will be mentioned in the story. It's an unfortunate reality that the contact centre is the weak link in the chain o...
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Authors
The writers behind this newsletter.
I've spent my whole working life in Customer Service, from my first job - handling complaints at a water company - up to what I do now - as a partner at BCG, working with companies all over the world to transform their customer service.
Head of Deep GenAI at BCG, leading global generative AI transformations. With 15+ years across industry, startups, and academia, I build AI solutions that drive growth, efficiency, and impact, and share insights on AI, business transformation.
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