M&A Integration
M&A Integration Best Practices:Lessons Learned from Real Projects
I’ve run M&A integration from the inside — leading both the Customer Support and Corporate IT workstreams of a 254-person…
Jul 10, 2026
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Global Ops
How Global Companies Can Optimize Their Follow the Sun Model
Getting Follow the Sun live is the easy part. Here's what breaks after go-live — telephony at load, staffing buffers,…
Jun 19, 2026
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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…
May 8, 2026
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M&A Integration
Running the Ops Workstream in an M&A Integration
In May 2019, the deal closed on a Thursday. By the following Wednesday I was running two integration workstreams for…
Mar 31, 2026
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