Carolina Milanesi
@caro_milanesi • 15,988 subscribers
Tech analyst & founder helping leaders build responsible, human-centered tech • President @creativestrat • Founder The Heart of Tech • AI + inclusive leadership
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Customer service is one of the most underfunded parts of most businesses, even as leaders call it high stakes. In our latest episode of Bit by Bit: Leadership Conversations, I sat down with CTO Adrian McDermott (Adrian McDermott) at Zendesk's Relate conference in Denver to talk about why that gap exists and what closing it actually requires. Adrian makes the case that automating service does not reduce contact volume, it grows it, because there is a backlog of customers who gave up before they ever reached you. He calls that the service debt. We get into Jevons paradox, the economics of AI-powered service, what the job of a human agent looks like when tier zero and tier one are automated, and why the “fire 70% of your team” math does not hold up. The conversation ends on something I do not hear enough: stop optimizing for efficiency and start designing for value. 00:12 Introductions 00:54 Saying vs Doing In Customer Service 04:12 Service Debt 07:40 Tiers of Customer Interactions 16:03 Targeting High Value Interactions 19:11 The Service "Architect" 25:15 Focusing On Value Not Simply Efficiency 30:22 Adapting To Change 37:46 Conclusion
Carolina Milanesi597,648 Aufrufe • vor 3 Monaten
1.5M full-time creators. A $250B industry. And most still can’t get a loan. That’s the gap Shira Lazar (she/her) 📍Los Angeles, CA is trying to close with the Creator Bill of Rights. The framework she co-developed with Congressman Ro Khanna covers the basics that any workforce deserves: discounted health insurance, portable benefits, AI likeness and IP protections, a real pathway to monetization, and basic customer service when your account, which is also your livelihood, goes down. The pushback she gets? "It's a pipe dream." But as Shira puts it, we have to start somewhere. Because the alternative—waiting for platforms to figure it out on their own—is not a strategy. Roughly 12% of the workforce is now engaged in the creator economy. That is not a hobby category. That is an infrastructure problem. Catch the full episode of TEQ at the link in my bio.
Carolina Milanesi168,816 Aufrufe • vor 5 Monaten
When AI meets a profession built on human connection, the reaction is not what you'd expect. Therapists are not uniformly afraid of AI. Many of them are asking a different question: if we were designing personal growth from scratch today, would we really build it as one hour a week? Current therapy is a result of constraints explains my guest Rosebud Co-Founder Sean Dadashi. Human attention. Cost. Insurance systems that require justification if you need a second session in the same week. AI does not remove all of those constraints, but it changes which ones you are designing around. That shift in framing is exactly how I talk to enterprise customers about AI. You are no longer limited by how something has always been done. The question is what becomes possible when you are not. Rosebud
Carolina Milanesi150,209 Aufrufe • vor 5 Monaten
Pixel exists so Google can demonstrate its own services under conditions it controls, and in 2026 that service is Gemini. Anyone can run Gemini on a Galaxy or an iPhone. Only on Pixel does Google set the silicon, the integration, and the ship date together. The foldable comparisons for Pixel Fold might be unflattering today because of the excitement around Galaxy Fold 8 and the upcoming iPhone but Google has a full updated portfolio. Plus, Google can afford to be second on foldable geometry. It cannot afford to be second on how Gemini feels day to day.
Carolina Milanesi19,100 Aufrufe • vor 1 Monat
In this episode of TEQ, I’m joined by two leaders who prove that real impact happens when purpose comes before promotion. I sat down with Jason Arthur, CEO of Mission 44, and Don McGuire, CMO of Qualcomm, to talk about what meaningful partnership really looks like when global platforms are used to expand opportunity, close the digital divide, and create lasting pathways into STEM for underserved youth. 0:22 Intro 2:44 Qualcomm x Mission 44 Partnership 10:10 Tailoring Education Systems 13:14 The Three A's To Equity 15:24 Tools To Increase Access 18:37 Creating "Good" Partnerships 20:49 Focus On Impact, Not Marketing 24:17 Measuring Success 26:41 Driving Change In Job Creation 31:13 What's Next For Mission 44? 35:12 Guiding Kids In The Future Of Work 38:08 Closing
Carolina Milanesi27,448 Aufrufe • vor 9 Monaten
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