Articles
Notes from running the work.
Plain-spoken writing on governed AI agents, outcome pricing and what it takes to prove a back-office result.
AI roll-ups are buying service firms. What it means for buyers
Investors are buying accounting firms, MSPs and call centers to run them with AI. How the model works, where it is heading and what customers should watch.
Assumed resolutions, and why verified outcomes matter
Some AI vendors bill for outcomes that may not have happened. What an assumed resolution is, why it matters, and what to ask any outcome-priced provider.
Governance is the real barrier to agentic AI
Technical skills are not what is holding agentic AI back. Governance is. What regulators and auditors will ask, and how to answer before they do.
Offshore BPO vs AI agents for insurance agency servicing
How outsourced servicing seats compare with AI agents for agency back-office work: cost model, speed, control, licensing and what each is best at.
Outcome pricing vs per-seat pricing for AI services
Why per-seat pricing breaks when AI does the work, where outcome pricing works and where it doesn't, and the hybrid that holds up in practice.
Service-as-software explained: buying work, not tools
What service-as-software means, why investors size it in trillions, how it changes what businesses buy, and what to check before buying it.
The small-agency AI gap
Large agencies have adopted AI; solo and two-producer agencies mostly haven't. Why the gap exists, why it matters, and how smaller agencies can close it.
What agentic AI means for MSPs and VARs
Transactional resale is shrinking and outcome-accountable services are rising. A realistic timeline for the IT channel, and what survives.
Why agentic AI projects get cancelled, and how to avoid it
Gartner expects over 40% of agentic AI projects to be cancelled by 2027. The three causes it names, and the practical choices that avoid each one.
Why AI agent services need a human exception desk
No agent is right every time. What an exception desk is, why it makes outcome guarantees credible, and how to tell whether a provider really has one.
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