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The Empathetic Collection Protocol (ECP)
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What Is the Empathetic Collection Protocol? And why everyone gets AI collections wrong. It started with a fundamental misunderstanding. When companies first approach AI for accounts receivable management and debt collections, they always ask the same question: “How many scenarios can your system handle? How many response templates do you have?” They assume that…
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The AI Competence Illusion
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A few years ago, I recommended “Crucial Conversations” to a team member, Gabriel, because he struggled with having difficult conversations. For months afterward, he’d excitedly announce: “I’m having a ‘crucial conversation’ today!” Unfortunately, this didn’t translate to tangibly better conversations. Gabriel seemingly knew the theory, but lacked the understanding that creates actual competence. Gap…
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How Business Models Drive Ethics (Whether We Like It or Not)
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We spend so much time debating whether companies like OpenAI and Facebook, or their leaders, are “good” or “bad.” We should change the narrative and ask: What are the core revenue drivers? How is the focus on exponential growth through these drivers shaping behavior? In the absence of impossibly high corporate governance standards, business…