When Systems Recognize Capability But Governance Delays Authorization: A Structural Gap in Modern Institutions

By Mansi S. Rai Executive Summary Modern institutions increasingly rely on digital systems capable of detecting performance, eligibility, and risk in real time. Yet governance frameworks often remain constrained by legacy authorization models that were…

Agentic AI for the Next-Generation Contact Center; What CXOs Need to Decide Now

By Sanjoy Ghosh, AI & Digital Engineering Leader The last wave of “AI for the contact center” concentrated on assist: call summaries, auto-notes, knowledge snippets. Those are real wins when deployed with guardrails; one insurer’s direct […]