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Program Leadership & AI Governance

Where I publish first — the complete version of my thinking, ahead of anything shorter that later appears on LinkedIn.

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Leadership & Planning: Why Operations Leaders Need to Get It Right

September 4, 2026 · 8 min read

Many contact centers manage metrics daily but strategy less frequently. COPC's Leadership & Planning pillar connects strategic direction with disciplined operational management.

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The Rulebook and the Engine: How the EU AI Act and ISO 42001 Work Together

The EU AI Act sets binding legal requirements. ISO 42001 provides a management-system framework for governing AI risks and opportunities. Together, they can form a practical governance foundation for organizations operating under the Act.

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The Theatre of IT: What ITSM and ITIL Actually Are (And Why Confusing Them Costs You Credibility)

Every company does ITSM whether they know it or not. ITIL is optional. Here's the difference explained through a theatre production.