Low Volume Is Not Low Stakes: Why Small Service Teams Still Need a Record of Every Message
Over the past few months we have sat in on a run of conversations with operations heads at service firms, companies of twenty to a hundred people that maintain ...
Read more »The Flat Part of the Curve: What Buyers Miss About Messaging ROI
The part almost everyone misses about exponential curves is that for most of their length, they look like nothing is happening. The early stretch of a real ...
Read more »Multichannel Messaging Strategy: What Your Channel Assumptions Are Costing You
A multichannel messaging strategy is a plan for how a business reaches its recipients across more than one communication channel (SMS, WhatsApp, voice, USSD, ...
Read more »What Communication Orchestration Actually Means for the People Running It
Most of the organizations I have watched struggle with operational communication have been dealing with the same problem for years without a name for it. ...
Read more »The Round of 32 Is Almost Here. Your World Cup Mobile Contest Prize Should Arrive on Their Phone, Not Behind a Counter.
A digital reward in a SMS contest is a prize delivered directly to the winner's phone number at the moment of the draw: airtime credit, a mobile data pack, an ...
Read more »The Lines We Draw in the Dark
On connection, and the oldest thing we do. Long before we had a word for it, we were already doing it. We looked up at a scattering of unrelated lights, ...
Read more »How AI is Pushing Enterprise Software Toward Intent-Driven Orchestration
Intent-driven orchestration is a model in which software accepts a description of a desired outcome in plain language or structured intent and configures ...
Read more »You Have a Backup Channel. That's Not the Same as a Channel Strategy.
How multichannel fallback becomes a routing layer that optimizes for cost, experience, and reliability simultaneously Channel strategy is usually treated as a ...
Read more »Why Multichannel Customer Experience Fails and How to Fix It
Most organizations have more channels than they have strategy. SMS goes through one vendor. WhatsApp through another. Transactional email through a platform ...
Read more »The Hidden Orchestration Layer in Customer Communication Systems
Beneath every customer-facing messaging channel sits a coordination layer that most platforms do not expose: the logic that decides when a message is sent, ...
Read more »Customers Don’t Live on One Channel Anymore, Neither Should Your Business
The Hidden Cost of Channel Fragmentation Your customers move seamlessly between messaging apps. WhatsApp for quick updates. SMS for one-time passwords and ...
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