Phil Verghis is the founder of Verghis Group and the creator of Time to Smile. He built Akamai's support operation and is an advisor to DevRev and industry associations TSANet and SupportDriven. He was also an advisor to industry associations HDI and TSIA.
It’s three in the morning. A 68-year-old man, admitted yesterday and stable at midnight, goes into cardiac arrest. His nurse hits the code blue button — the call that brings a highly specialized team in when a patient’s heart stops.… Read More »Your Best People Are Doing Two Jobs
Your system pays them to keep it to themselves. A nuclear plant runs for decades without a meltdown. An airline flies millions of times a year without a crash. Your tech stack logged three “minor incidents” last month, and not… Read More »Your Team Sees the Next Outage Coming
A five-cent screw, used in a $20,000 FDA-compliant medical device, gets hard to source. Tariffs, lead times, the supply chain pressure every manufacturer is living with. Manufacturing does what a good team does. A sourcing engineer finds a near-match from… Read More »The Five-Cent Screw That Exposed a $20,000 Strategy Gap
Most strategy doesn’t fail in the boardroom. It fails later, on the floor, when someone under pressure has to make a call the strategy never told them how to make. The plan was sound and the room agreed, and then… Read More »Your Team Is Making Calls Your Strategy Never Covered
Why the cultural dynamics that shaped global service teams now shape how AI gets adopted, and what it learns. In 2008, IBM asked me to become an IBM Thought Leader and write a booklet expanding the chapter on culture from… Read More »Cultural Intelligence in the AI Age
