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AI & Automation

What I Learned Implementing AI Ticket Triage Before It Was Cool

In February 2022 we deployed an AI triage model that replaced the manual classification work of 6 FTEs, saving $200K annually at 89% accuracy. Here's what the vendor deck doesn't tell you — the data quality work, the org change management, and what we'd do differently.

Apr 28, 2026 8 min read
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Global Ops

How to Design a Follow the Sun Model That Actually Works

The coverage spreadsheet is the easy part. The phone system and reporting engine are the project.

Apr 14, 2026
M&A Integration

Running the Ops Workstream in an M&A Integration

Org design and people mapping for a 254-person merger — in 30 days.

Mar 31, 2026
Data Governance

Building a Data Dictionary That Actually Gets Used

Tied to the reporting layer, owned by the people who use it.

Mar 17, 2026

All Articles

8 published · 20+ coming
AI & Automation
What I Learned Implementing AI Ticket Triage Before It Was Cool
$200K saved, 6 FTEs replaced, 89% accuracy. Here's what the vendor deck didn't include.
Apr 28, 2026 Read →
Global Ops
How to Design a Follow the Sun Model That Actually Works
The coverage spreadsheet is done in a week. Reprogramming the phone system takes months. That's always the real project.
Apr 14, 2026 Read →
M&A Integration
Running the Ops Workstream in an M&A Integration
Org design, people mapping, and communications for a 254-person merger — in 30 days.
Mar 31, 2026 Read →
Data Governance
Building a Data Dictionary That Actually Gets Used
Tied to the reporting layer, owned by the people who use it. Here's the framework.
Mar 17, 2026 Read →
Process Improvement
The BRD-to-Delivery Pipeline: Measuring What Your BA Team Produces
Time-to-pickup, BRD work time, dev-start-to-end, carryover — the metrics that tell you if your team is operating or just staying busy.
Mar 3, 2026 Read →
Business Intelligence
Why Your Exec Dashboard Is Lying To You — And How To Fix It
Most BI dashboards are built to survive a QBR, not to change a Monday morning decision. The checklist I run before any build.
Feb 17, 2026 Read →
Process Improvement
The BRD Template That Actually Gets Projects Built
Most teams have a template. Here's what they get wrong — and the specific sections that make the difference at stakeholder sign-off.
Feb 3, 2026 Read →
Data Governance
Tableau Hygiene: Audit Your Reporting Environment Before You Build Anything New
The report graveyard is real. Before adding dashboards, audit what you already have — and who's actually using it.
Jan 20, 2026 Read →
AI & Automation
AI in the Back Office: What Actually Works vs. What's Still Hype
Lead enrichment, predictive scoring, GenAI for workflow — what we've shipped, stalled on, and shelved entirely.
Coming soon
Business Intelligence
Multi-Source ETL Without a Data Engineering Team
Pulling from CRM, PSA, and SharePoint into Snowflake — what that actually looks like without dedicated data engineers.
Coming soon
Process Improvement
How to Run a Quarterly Project Intake Across 7 Stakeholder Groups
The intake process that keeps 140+ items moving without everything becoming urgent at the same time.
Coming soon
Shared Services Leadership
Running a PSA Migration Without Losing Your Team
Multi-year platform migration run alongside full BAU. The sequencing, the communication plan, and what we'd do differently.
Coming soon
Data Governance
Why LLMs Make Data Governance Non-Negotiable
Garbage in, garbage out gets a lot more expensive when an LLM is generating the garbage at scale.
Coming soon

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