Learning Objectives
Technology: Burn the Boats – We made a hard pivot: agents write all of our code now. No traditional development. Humans define intent, review, and steer.
The AI builds. This repo (our entire operating system, governance framework, trade skills, cadence controls) was built this way. We didn’t pilot it. We burned the boats and mandated it.FMD and Frontline Execution:
From Narrative to Control – We expect our Ops Directors and Team Leads to run through an agent-based execution control system. Instead of status updates and email threads, the system enforce next-24-hour risk actions with named owners, due dates, and closure proof. We’ve already validated the concept on a live P1 emergency (paint booth failure, multi-week event) where the agent framework produced a decision-grade packet, scope fence, and commitment-based customer communication plan same-day.
The old way: “part ordered, mid-to-late next week.” Where we’re heading: tracking number by timestamp, install appointment held, daily update at a fixed time, escalation triggers if clocks miss. The proof of concept is done. The rollout is underway.
Customer Success: Commitments, Not Narration – We are rewiring Customer Success communication by having agents enforce commitment-based updates (issue, action, cost, next step, risk if the plan slips) instead of open-ended status narratives. Customers will get timestamps and contingency triggers. The agent won’t let us send a message that lacks a commitment or a next update time. That’s how you reduce “what’s going on?” calls and protect renewals.
Terms: All rights reserved by the speaker, AI Agent & Copilot Summit NA, and Dynamic Communities and cannot be reproduced or distributed without express written consent by the speaker and Dynamic Communities.
Speakers
Derek Neighbors CTO, Vixxo
Jim Mccarthy, COO, Vixxo
Tom Smith, Analyst, AI and Cloud, Cloud Wars
Related Posts
