Customer service 101

🎵 : Waiting Room - Fugazi

AI’s growth has widened the understanding gap between leaders and the people who use these tools most, as emerging tech tends to do. I’m tracing emerging leadership approaches with juice; this Intel interview argues that leaders should weigh what we lose when we cleave workers from relational processes through automation. (And: avoid the ways that proofs of concept become pitfalls.)

I’m seeing some early chatter online about the return of old-school customer service models, where people talk to and resolve issues for people. Investing in a call center would be a wild flex. Let’s see if it’s real or if it’s three TikToks in a trench coat.

🎵 : Wikipedia - Jean Deaux

This one has been in the pile all summer, and I’m glad I set this one aside for now. Lemieux’s personal story is so smart and relatable, she shares without shame, and her voice is light and clear despite navigating often-heavy subject matter.

In particular, I want to tag the last section of the book where Lemieux invited other single mothers to write from their perspectives, centering their voices in their own words, including stories from notable names like Tarana Burke. Timely and well executed.

Finished reading: Black. Single. Mother. by Jamilah Lemieux 📚