Emerging research in AI, operations, and customer experience.
A working list of ideas Donna is currently exploring, writing about, or testing with executive teams. This page grows continuously.
What separates the enterprises that scale AI from those that stall at proof-of-concept — and why the answer is operating model, not model selection.
Prior authorization as the cleanest case study in fragmented ownership, and where administrative AI actually earns ROI across payer, provider, and patient.
Treating operational intelligence as a durable enterprise layer — not a dashboard project — that connects workforce, CX, and AI to business outcomes.
Governance that reviews accountability, not just tooling — closing the Ownership Gap before AI scales whatever is broken underneath it.
Engineering ownership around outcomes customers actually care about — resolution, effort, trust, retention — and governing them the way finance governs spend.
What the Thoma Bravo / Verint / Calabrio consolidation signals for AI, WEM, WFM, and the future operating model of contact centers.
Operator-grounded PMM as the antidote to slideware — how competitive intelligence and voice-of-operator reshape category positioning.
From volume × AHT to outcome-based workforce planning — and what happens when resolution rate becomes a first-class planning input.
Instrumenting healthcare workflows so administrative automation compounds instead of creating new operational debt.