Perspectivas en inteligencia artificial, analítica, automatización y seguridad para líderes que ejecutan.
A few months ago, alongside a data team, I reviewed a customer churn prediction model that had been "finished" for nearly a year. It worked beautifully in the data scientist's notebook, with an...
A few months ago I worked with an organization that was convinced it had a problem with Scrum. "It doesn't work," they told me in our first meeting. When I sat down with one of their teams, I...
In these first days of 2018 I've had to answer the same question in several leadership meetings: "Does this affect us?". I'm talking about Meltdown and Spectre, two vulnerabilities that became public...
A few weeks ago I toured a manufacturing plant where a supervisor proudly showed me a notebook in which he wrote down, by hand, the temperature of three motors every two hours. It worked, until one...
The first time a client asked me, "Do you know exactly what data of mine you keep, where and why?", I realized I didn't have a clean answer. And if I, who run a technology firm, hesitated, I can...
Every December I repeat the same exercise with my team: we close out the year's projects, look at what we promised in January and ask ourselves what we left undone. But the most valuable exercise...
A few months ago I sat down with the technology team of a logistics company trapped by its own success. Every deployment of their core system was a sleepless night: to change a single line in the...
The first time I saw a Hadoop cluster processing a full day of a retailer's transactions, it became clear to me that the problem was no longer storing the data: it was making it pay off. For several...
Latin American contact centers face unprecedented pressure today: doing more with less, meeting stricter regulations, delivering customer experiences that compete with global standards, and operating...
The contact center industry in Latin America is at an inflection point. For two decades, the model was relatively stable: hire agents, train them on scripts, measure them by handle time and...