The Drafter Principle

My unsolicited take on AI in customer support, with genuine love for the great people who spoke at the SD Summit and who I am NOT subtweeting! Also…

Jul 10 • Ash

Nobody Reads Your Knowledge Base

Probably not even you! Naughty.

Jul 7 • Ash

3

June 2026

Interesting Title Here!

And a subtitle as well. This subtitle should definitely make you want to read this article. Which actually contains an announcement that you might be…

Jun 19 • Ash

Customer Sentiment Metrics Make Ash Cry

Part one in a series about KPIs / metrics in the modern Customer Experience world.

Jun 16 • Ash

3

Leading Without Trust

What to do when your team is on fire and the walls are on fire and everything is on fire and OMG, is this hell?!

Jun 4 • Ash

March 2026

The Auld Songs, the New Homes

A Not-At-All Work-Related Reflection on the Occasion of St. Patrick's Day

Mar 17 • Ash

3

December 2025

The Cake is a Lie

In an admittedly LinkedIn-esque non-sequiteur, I am going to share something a bit personal:

Dec 16, 2025 • Ash

2

November 2025

Dear Hiring: Suck less.

A modest proposal (well . . . a series of them) that benefits all parties in the hellscape that is this job market.

Nov 18, 2025 • Ash

4

The Right Person, the Right Seat

How to identify the folks who are ready to start taking on those extra roles and responsibilities.

Nov 10, 2025 • Ash

1

May 2023

Happy "Glorious 25th of May" Day

GNU Sir Terry Pratchett

May 25, 2023 • Ash

1

The Remote Work Bait-and-Switch

Let me start by saying this straight off the bat for those of you who may not be as familiar with me: I'm a remote work enthusiast.

May 18, 2023 • Ash

From Step ZERO

We all have to start somewhere!

May 14, 2023 • Ash