Join the IGU Network, a place for leaders who believe retail is still human.
Expect essays, emotional frameworks, and field-tested strategies that help you think deeper and act smarter.
I don't write to produce articles. The article is the by-product, the thinking is the product. Why skipping the thinking with AI costs you judgement, why a brand built on the same tools as everyone else ends up the average of its category, and three things to try today.
Cisco’s new global study predicts that by 2028, 68% of customer service will be handled by agentic AI—systems that act, decide, and learn without human oversight. This article explores what that really means for trust, jobs, and the emotional fabric of customer experience.
Join the IGU Network, a place for leaders who believe retail is still human.
Expect essays, emotional frameworks, and field-tested strategies that help you think deeper and act smarter.
