(Not Just) About Me

I’m a strategic operations leader with a career shaped by transformation of teams, systems, and ways of thinking. I’ve led global contact center turnarounds, introduced AI and automation at scale, and helped some of the world’s biggest brands rethink how they serve customers. My background spans Customer Success, Operational Excellence, and AI innovation, but at the heart of it all is a simple drive: to make things work better, for people and for business.

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This blog, Thoughts and Losses, is where I process what I’ve learned, not just the wins, but also the moments that didn’t go to plan. Because that’s where most of the insight comes from. I've made decisions that changed the trajectory of organizations… and a few that taught me what not to do. I've travelled extensively, both for work and personally, which has sharpened my perspective on people, systems, and the gaps between intention and outcome.

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The posts here reflect that journey. Some are frameworks I’ve built and used; others are part of an ongoing effort to define what value creation really looks like in modern operations, whether in Customer Success, AI systems, or the messy in-between. A big part of that work is pointing toward something concrete: building AI agents that don’t just automate tasks, but understand and support how work actually moves. That’s the long arc behind many of these thoughts.

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I’m sharing them publicly because I believe in sharing as a principle, like open source in software. The more we expose our thinking, the better it gets. If you're navigating complexity, in CS, operations, AI, or just life, I hope you find something here that resonates.

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— Glen