Just a real conversation about what they've each been building with Claude Code and Claude Cowork over the past few weeks, and what it's revealing about the future of software, teams, and CS.
Justin Chappell breaks down the shift from proactive to predictive CS, how OneTrust cut onboarding from 44 days to 8, and the four new roles every AI-first CX team needs.
CS teams are a mess of three-way splits—where they report, how they're paid, where they sit on the P&L. We break down the data and argue for a clearer path.
AI agents are only as good as the context they have. We break down why enterprise software becomes more valuable—not less—and where deterministic workflows still beat AI.
