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cx-analysis · 2 months
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An Outlook On The Future Of Customer Journey Orchestration
With evolving CX technologies and transformative projects like CCaaS migration becoming more popular, the importance of customer journey orchestration becomes even more pronounced.  Let’s take a look at some recent developments in this realm.
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blackchairuk · 2 months
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Tracking Customer Satisfaction Metrics For Better CX
In today’s hyper-connected digital ecosystem, where every click, swipe, and tap leaves a digital footprint, organizations face a dual challenge: meeting customer expectations and staying ahead of the curve.
The solution? Data-driven decision-making. It’s not just a buzzword; it’s the bedrock of CX transformation.
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bharatbriefs · 4 months
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AI is watching you! Ahmedabad becomes India's 1st city to get AI-linked surveillance system
In a groundbreaking development, Ahmedabad has emerged as the first city in India to employ artificial intelligence (AI) for comprehensive monitoring by the municipal corporation and police across the entire city. The city’s expansive Paldi area is now home to a state-of-the-art artificial intelligence-enabled command and control centre, featuring a remarkable 9 by 3-metre screen that oversees an…
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rachealsaccount · 5 months
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if my mom is gonna force/guilt trip me into being her work assistant could I at least get paid for it
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cx-project-management · 10 months
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CCaaS migration challenges with proven automated solutions from Blackchair
Providing tried-and-tested solutions to organizations across the globe to enable optimized CX delivery and realize contact centers that continue to function at peak performance is our forte. Explore how Blackchair can assist your organization in leading an effective and revolutionary CX transformation
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devops-consulting · 1 year
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The evolution of CX delivery is an ongoing process for businesses seeking to improve the overall experience they provide to customers. Discover the hurdles encountered in contact center transformation and review the lessons learned in overcoming them, to ensure a stress free CX migration
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ozzgin · 3 months
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Yandere! Android x Reader (I)
It is the future and you have been tasked to solve a mysterious murder that could jeopardize political ties. Your assigned partner is the newest android model meant to assimilate human customs. You must keep his identity a secret and teach him the ways of earthlings, although his curiosity seems to be reaching inappropriate extents.
Yes, this is based on Asimov’s “Caves of Steel” because Daneel Olivaw was my first ever robot crush. I also wanted a protagonist that embraces technology. :)
Content: female reader, AI yandere, 50's futurism
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You follow after the little assistant robot, a rudimentary machine invested with basic dialogue and spatial navigation. It had caused quite the ruckus when first introduced. One intern - well liked despite being somewhat clumsy at his job - was sadly let go as a result. Not even the Police is safe from the threat of AI, is what they chanted outside the premises.
"The Commissioner has summoned you, (Y/N)." 
That's how it greeted you earlier, clacking its appendage against the open door in an attempt to simulate a knock. 
"Do you know why my presence is needed?" You inquire and wait for the miniature AI to scan the audio message. 
"I am not allowed to mention anything right now." It finally responds after agonizing seconds.
 It's an alright performance. You might've been more impressed by it, had you not witnessed first hand the Spacer technology that could put any modern invention here on Earth to shame. Sadly the people down here are very much against artificial intelligence. There have been multiple protests recently, like the one in front of your building, condemning the latest government suggestion regarding automation. People fear for their jobs and safety and you don't necessarily blame them for having self preservation. On the other hand, you've always been a supporter of progress. As a child you devoured any science fiction book you could get your hands on, and now, as a high ranked police detective you still manage to sneak away and scan over articles and news involving the race for a most efficient computer.
You close the door behind you and the Commissioner puts his fat cigarette out, twisting the remains into the ashtray with monotonous movements as if searching for the right words.
 "There's been a murder." Is all he settles on saying, throwing a heavy folder in your direction. A hologram or tablet might've been easier to catch, but the man, like many of his coworkers, shares a deep nostalgia for the old days. 
 You flip through the pages and eventually furrow your eyebrows. 
"This would be a disaster if it made it to the news." You mumble and look up at the older man. "Shouldn't this go to someone more experienced?" 
He twiddles with his grey mustache and glances out the fake window. 
"It's a sensitive case. The Spacers are sending their own agent to collaborate with us. What stands out to you?" 
You narrow your eyes and focus on the personnel sheet. What's there to cause such controversy? Right before giving up, departing from the page, you finally notice it: next to the Spacer officer's name, printed clearly in black ink, is a little "R." which is a commonly used abbreviation to indicate something is a robot. The chief must've noticed your startled reaction and continues, satisfied: 
"You understand, yes? They're sending an android. Supposedly it replicates a human perfectly in terms of appearance, but it does not possess enough observational data. Their request is that whoever partners up with him will also house him and let him follow along for the entirety of the mission. You're the only one here openly supporting those tin boxes. I can't possibly ask one of your higher ups, men with wives and children, to...you know...bring that thing in their house."
You're still not sure whether to be offended by the fact that your comfort seems to be of less priority compared to other officers. Regardless of the semantics, you're presently standing at the border between Earth and the Spacer colony, awaiting your case partner. A man emerges from behind a security gate. He's tall, with handsome features and an elegant walk. He approaches you and you reach for a handshake. 
"Is the android with you?" You ask, a little confused. 
"Is this your first time seeing a Spacer model?" He responds, relaxed. "I am the agent in your care. There is no one else." 
You take a moment to process the information, similar to the primitive machine back at your office. Could it be? You've always known that Spacer technology is years ahead, but this surpasses your wildest dreams. There is not a single detail hinting at his mechanical fundament. The movement is fluid, the speech is natural, the design is impenetrable. He lifts the warm hand he'd used for the handshake and gently presses a finger against your chin in an upwards motion. You find yourself involuntarily blushing. 
"Your mouth was open. I assumed you'd want it discreetly corrected." He states, factually, with a faint smile on his lips. Is he amused? Is such a feeling even possible? You try your best to regain some composure, adjusting the collar of your shirt and clearing your throat. 
"Thank you and please excuse my rudeness. I was not expecting such a flawless replica. Our assistants are...easily recognizable as AI."
"So I've been told." His smile widens and he checks his watch. You follow his gesture, still mesmerized, trying to find a single indicator that the man standing before you is indeed a machine, a synthetic product.
Nothing.
"Shall we?" He eyes the exit path and you quickly lead him outside and towards public transport. 
He patiently waits for your fingerprint scan to be complete. You almost turn around and apologize for the old, lagging device. As a senior detective, you have the privilege of living in the more spacious, secured quarters of the city. And, since you don't have a family, the apartment intended for multiple people looks more like a luxury adobe. Still, compared to the advanced way of the Spacers, this must feel like poverty to the android.
At last, the scanner beeps and the door unlocks. 
"Heh...It's a finicky model." You mumble and invite him in.
"Yes, I'm familiar with these systems." He agrees with you and steps inside, unbuttoning his coat.
"Oh, you've seen this before?"
"In history books."
You scratch your cheek and laugh awkwardly, wondering how much of his knowledge about the current life on Earth is presented as a museum exhibit when compared to Spacer society. 
"I'm going to need a coffee. I guess you don't...?" Your words trail as you await confirmation. 
"I would enjoy one as well, if it is not too much to ask. I've been told it's a social custom to 'get coffee' as a way to have small talk." The synthetic straightens his shirt and looks at you expectantly. 
"Of course. I somehow assumed you can't drink, but if you're meant to blend in with humans...it does make sense you'd have all the obvious requirements built in."
He drags a chair out and sits at the small table, legs crossed.
"Indeed. I have been constructed to have all the functions of a human, down to every detail." 
You chuckle lightly. Well, not like you can verify it firsthand. The engineers back at the Spacer colony most likely didn't prepare him for matters considered unnecessary. 
"I do mean every detail." He adds, as if reading your mind. "You are free to see for yourself."
You nearly drop the cup in your flustered state. You hurry to wipe the coffee that spilled onto the counter and glance back at the android, noticing a smirk on his face. What the hell? Are they playing a prank on you and this is actually a regular guy? Some sort of social experiment? 
"I can see they included a sense of humor." You manage to blurt out, glaring at him suspiciously. 
"I apologize if I offended you in any way. I'm still adjusting to different contexts." The android concludes, a hint of mischief remaining on his face. "Aren't rowdy jokes common in your field of work?"
"Uh huh. Spot on." You hesitantly place the hot drink before him.
Robots on Earth have always been built for the purpose of efficiency. Whether or not a computer passes the Turing Test is irrelevant as long as it performs its task in the most optimal, rational way. There have been attempts, naturally, to create something indistinguishable from a human, but utility has always taken precedence. It seems that Spacers think differently. Or perhaps they have reached their desired level of performance a long time ago, and all that was left was fiddling with aesthetics. Whatever the case is, you're struggling not to gawk in amazement at the man sitting in your kitchen, stirring his coffee with a bored expression.
"I always thought - if you don't mind my honesty - that human emotions would be something to avoid when building AI. Hard to implement, even harder to control and it doesn't bring much use."
"I can understand your concerns. However, let me reassure you, I have a strict code of ethics installed in my neural networks and thus my emotions will never lead to any destructive behavior. All safety concerns have been taken into consideration.
As for why...How familiar are you with our colony?" The android takes a sip of his coffee and nods, expressing his satisfaction. "Perhaps you might be aware, Spacers have a declining population. Automated assistants have been part of our society for a long time now. What's lacking is humans. If the issue isn't fixed, artificial humans will have to do."
You scoff.
"What, us Earth men aren't good enough to fix the birth rates? They need robots?"
You suddenly remember the recipient of your complaint and mutter an apology. 
"Well, I'm sure you'd make a fine contender. Sadly I can't speak for everyone else on Earth." The man smiles in amusement upon seeing the pale red that's now dusting your cheeks, then continues: "But the issue lies somewhere else. Spacers have left Earth a long time ago and lived in isolation until now. Once an organism has lost its immune responses to otherwise common pathogens, it cannot be reintegrated."
True. Very few Earth citizens are allowed to enter the colony, and only do so after thorough disinfection stages, proving they are disease free as to not endanger the fragile health of the Spacers living in a sterile environment. You can only imagine the disastrous outcome if the two species were to abruptly mingle. In that case, equally sterile machinery might be their only hope.
Your mind wanders to the idea. Dating a robot...How's that? You sheepishly gaze at the android and study his features. His neatly combed copper hair, the washed out blue eyes, the pale skin. Probably meant to resemble the Spacers. You shake your head.
"A-anyways, I'll go and gather all the case files I have. Then we can discuss our first steps. Do feel at home."
You rush out and head for your office. Focus, you tell yourself mildly annoyed.
While you search for the required paperwork - what a funny thing to say in this day and age - he will certainly take up on your generous offer to make himself comfortable. The redhaired man enters the living room, scanning everything with curious eyes. He stops in front of a digital frame and slides through the photos. Ah, this must be your Police Academy graduation. The year matches with the data he's received on you. Data files he might've read one too many times in his unexplained enthusiasm. This should be you and the Commissioner; Doesn't match the description of your father, and he seems too old to be a spouse or boyfriend. Additionally, the android distinctly recalls the empty 'Relationship' field.
"Old photos are always a tad embarrassing. I suppose you skipped that stage."
He jolts almost imperceptibly and faces you. You have returned with a thin stack of papers and a hologram projector.
"I've digitalized most files I received, so you don't have to shuffle a bunch of paper around." You explain.
"That is very useful, thank you." He gently retrieves the small device from your hand, but takes a moment before removing his fingers from yours. "I predict this will be a successful partnership."
You flash him a friendly smile and gesture towards the seating area.
"Let's get to work, then. Unless you want to go through more boring albums." You joke as you lower yourself onto the plush sofa. 
The synthetic human joins you at an unexpectedly close proximity. You wonder if proper distance differs among Spacers or if he has received slightly erroneous information about what makes a comfortable rapport. 
"Nothing boring about it. In fact, I'd say you and I are very similar from this point of view." He tells you, placing the projector on the table.
"Oh?"
"Your interest in technology and artificial intelligence is rather easy to infer." The man continues, pointing vaguely towards the opposing library. "Aside from the briefing I've already received about you, that is."
"And that is similar to...the interest in humans you've been programmed to have?" You interject, unsure where this conversation is meant to lead. 
"Almost."
His head turns fully towards you and you stare back into his eyes. From this distance you can finally discern the first hints of his nature: the thin disks shading the iris - possibly CCD sensors - are moving in a jagged, mechanical manner. Actively analyzing and processing the environment. 
"I wouldn't go as far as to generalize it to all humans. 
Just you."
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Halloween prompts year 2 day 14
Tim was the best thing to ever happen to Danny.
He didn't mean that just because how much of a sappy romantic he was to Tim, but because he literally saved him from his own mind.
Danny was never going to leave Amity Park so long as the portal was open.
The portal would always remain open between his parents practically treating it like thier third child and thier ability to simply make another if anything would have happened to that one. Not to mention the super creep named Vlad.
So Danny would have stayed in Amity forever, cleaning up after his parents and being miserable.
Or ya know. Until they managed to kill him.
But then Tim came into his life and fixed everything. He befriended Danny over nightime rooftop rendezvous and groaning at his dumb (read awesome) puns.
As they got closer Sam and Tucker seemed to get both anxious and angry. Were they jealous? What right did they have after the Gregor incident?! Its true that they'd both been to busy to hand out with Danny for the past few weeks, leaving Danny with only Tim to turn to for company.
Tim pointed out that they may feel threatened knowing someone else knows his secret and Danny couldn't help but agree.
Tim pointed out that Danny was going to be stuck here cleaning up after his parent the rest of his life if he didn't find a way to stop the portal. Danny had nearly broke down at that and admitted he didn't know what else to do, so Tim devised a plan with that big beautiful brain of his.
They created a machine that ran on ectoplasm and magic that could wipe information from both technology and the human brain. They could remove all traces of ghosts ever existing in this town and erase 20 years of knowledge and research from Vlad and the Fentons minds, but it would come at a cost as magic usually does.
They would have to forget Danny existed as well. Tim offered that they could run away together.
Danny decided that was okay. The only person he had left in this town who had cared about him was Jazz and she was better off without him there to get her hurt.
Tim also had a plan to strip Vlad of his powers as well as his knowledge, and Danny was looking forward to not having to deal with him anymore
It was the day after everything went down, Tim was driving the GAV while Danny flew in the Ops Centers Jet form. They had made sure to swipe everything they could from the labs as well as everything the thought they needed to travel to Tims home dimension.
Danny had promised to help Tim uncover the secrets of his past and who he really was and to do that they essentially planned to travel around the Earth being wandering criminals.
Between Tims intellect and Dannys powers they were undefeated and unnoticed. They stole whatever they wanted and did whatever they pleased, making sure no one had to get hurt unless there was no other options.
Of course they stole cash from bank vaults as well as whatever else was in there. They couldn't stop Phantom from entering since anti-meta tech didn't affect him and couldnt track Phantom due to him being whatever he was plus the collar Tim had helped Danny design that covered up his ecto-signature.
They lived like this for over a year, breaking in to abandoned places, having waterfights in large city waterfountains (and running when they heard police sirens), tagging some of the places they'd hit when they wanted to leave a message, long romantic walks at night, lots of laughter, going on dates to restaurants (they never dine & dash. Some places make the wait staff pay which is bull and they might want to return to that establishment at some point), that one time they stole a $900 wedding cake from a homophobic bakery owner, lots of Fake out-Make outs to avoid getting sent to jail, ect.
They were having the time of thier lives up until they stopped in a little 24 hour diner in Bludhaven. They were doing what they usually do, flirting and laughing until the waiter takes thier order, when a guy approached thier table. Tim and Danny exchanged worried looks before the guy held up his hands in mock surrender, "I'm not gonna hurt you, I promise, I'm Dick Grayson." The man held out his hand to Tim, who hesitated before shaking it, "Tim," he answered honestly.
Danny nudged him with his foot under the table.
The man smiled wide, "Like Tim Drake?"
Tim and Danny looked confused, "Like who?" Danny asked and Dicks smile faltered
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The trio goes camping in Gotham
So for a senior project the trio needs to go to a city or place and study the wildlife
Sam managed to convince Danny and tucker to do the project about how the pollution in Gotham is ruining and mutating the forests around it
So Sam Danny and tucker need to camp out in the Gotham woods and take measurements, pictures and graphs of what it looks like to what it looked like 10 years ago
It was going fine, like yeah there are rouge attacks pretty often but they've felt with that
About half way through the trip around midnight they hear rustling and panting
Danny can sleep through the apocalypse as long as the alarm doesn't match the one he uses for his rogues he's now moving
Tucker is in the same boat as Danny and is in a slight state of depression from being away from technology
That leaves same who is a very light sleeper
She gets annoyed at the thing keeping her from sleep
She turns on the fenton-wrist-ray
.
.
.
The Gotham police station though it was a prank when 2 tired looking teens came to the station and said their friend caught something
They were preparing to call animal control thinking it was a racoon or fox
They weren't prepared for a pissed-off goth to come in dragging a knocked-out killer crock
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The specific process by which Google enshittified its search
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I'm touring my new, nationally bestselling novel The Bezzle! Catch me SATURDAY (Apr 27) in MARIN COUNTY, then Winnipeg (May 2), Calgary (May 3), Vancouver (May 4), and beyond!
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All digital businesses have the technical capacity to enshittify: the ability to change the underlying functions of the business from moment to moment and user to user, allowing for the rapid transfer of value between business customers, end users and shareholders:
https://pluralistic.net/2023/02/19/twiddler/
If you'd like an essay-formatted version of this thread to read or share, here's a link to it on pluralistic.net, my surveillance-free, ad-free, tracker-free blog:
https://pluralistic.net/2024/04/24/naming-names/#prabhakar-raghavan
Which raises an important question: why do companies enshittify at a specific moment, after refraining from enshittifying before? After all, a company always has the potential to benefit by treating its business customers and end users worse, by giving them a worse deal. If you charge more for your product and pay your suppliers less, that leaves more money on the table for your investors.
Of course, it's not that simple. While cheating, price-gouging, and degrading your product can produce gains, these tactics also threaten losses. You might lose customers to a rival, or get punished by a regulator, or face mass resignations from your employees who really believe in your product.
Companies choose not to enshittify their products…until they choose to do so. One theory to explain this is that companies are engaged in a process of continuous assessment, gathering data about their competitive risks, their regulators' mettle, their employees' boldness. When these assessments indicate that the conditions are favorable to enshittification, the CEO walks over to the big "enshittification" lever on the wall and yanks it all the way to MAX.
Some companies have certainly done this – and paid the price. Think of Myspace or Yahoo: companies that made themselves worse by reducing quality and gouging on price (be it measured in dollars or attention – that is, ads) before sinking into obscure senescence. These companies made a bet that they could get richer while getting worse, and they were wrong, and they lost out.
But this model doesn't explain the Great Enshittening, in which all the tech companies are enshittifying at the same time. Maybe all these companies are subscribing to the same business newsletter (or, more likely, buying advice from the same management consultancy) (cough McKinsey cough) that is a kind of industry-wide starter pistol for enshittification.
I think it's something else. I think the main job of a CEO is to show up for work every morning and yank on the enshittification lever as hard as you can, in hopes that you can eke out some incremental gains in your company's cost-basis and/or income by shifting value away from your suppliers and customers to yourself.
We get good digital services when the enshittification lever doesn't budge – when it is constrained: by competition, by regulation, by interoperable mods and hacks that undo enshittification (like alternative clients and ad-blockers) and by workers who have bargaining power thanks to a tight labor market or a powerful union:
https://pluralistic.net/2023/11/09/lead-me-not-into-temptation/#chamberlain
When Google ordered its staff to build a secret Chinese search engine that would censor search results and rat out dissidents to the Chinese secret police, googlers revolted and refused, and the project died:
https://en.wikipedia.org/wiki/Dragonfly_(search_engine)
When Google tried to win a US government contract to build AI for drones used to target and murder civilians far from the battlefield, googlers revolted and refused, and the project died:
https://www.nytimes.com/2018/06/01/technology/google-pentagon-project-maven.html
What's happened since – what's behind all the tech companies enshittifying all at once – is that tech worker power has been smashed, especially at Google, where 12,000 workers were fired just months after a $80b stock buyback that would have paid their wages for the next 27 years. Likewise, competition has receded from tech bosses' worries, thanks to lax antitrust enforcement that saw most credible competitors merged into behemoths, or neutralized with predatory pricing schemes. Lax enforcement of other policies – privacy, labor and consumer protection – loosened up the enshittification lever even more. And the expansion of IP rights, which criminalize most kinds of reverse engineering and aftermarket modification, means that interoperability no longer applies friction to the enshittification lever.
Now that every tech boss has an enshittification lever that moves very freely, they can show up for work, yank the enshittification lever, and it goes all the way to MAX. When googlers protested the company's complicity in the genocide in Gaza, Google didn't kill the project – it mass-fired the workers:
https://medium.com/@notechforapartheid/statement-from-google-workers-with-the-no-tech-for-apartheid-campaign-on-googles-indiscriminate-28ba4c9b7ce8
Enshittification is a macroeconomic phenomenon, determined by the regulatory environment for competition, privacy, labor, consumer protection and IP. But enshittification is also a microeconomic phenomenon, the result of innumerable boardroom and product-planning fights within companies in which would-be enshittifiers try to do things that make the company's products and services shittier wrestle with rivals who want to keep things as they are, or make them better, whether out of principle or fear of the consequences.
Those microeconomic wrestling-matches are where we find enshittification's heroes and villains – the people who fight for the user or stand up for a fair deal, versus the people who want to cheat and wreck to make things better for the company and win bonuses and promotions for themselves:
https://locusmag.com/2023/11/commentary-by-cory-doctorow-dont-be-evil/
These microeconomic struggles are usually obscure, because companies are secretive institutions and our glimpses into their deliberations are normally limited to the odd leaked memo, whistleblower tell-all, or spectacular worker revolt. But when a company gets dragged into court, a new window opens into the company's internal operations. That's especially true when the plaintiff is the US government.
Which brings me back to Google, the poster-child for enshittification, a company that revolutionized the internet a quarter of a century ago with a search-engine that was so good that it felt like magic, which has decayed so badly and so rapidly that whole sections of the internet are disappearing from view for the 90% of users who rely on the search engine as their gateway to the internet.
Google is being sued by the DOJ's Antitrust Division, and that means we are getting a very deep look into the company, as its internal emails and memos come to light:
https://pluralistic.net/2023/10/03/not-feeling-lucky/#fundamental-laws-of-economics
Google is a tech company, and tech companies have literary cultures – they run on email and other forms of written communication, even for casual speech, which is more likely to take place in a chat program than at a water-cooler. This means that tech companies have giant databases full of confessions to every crime they've ever committed:
https://pluralistic.net/2023/09/03/big-tech-cant-stop-telling-on-itself/
Large pieces of Google's database-of-crimes are now on display – so much, in fact, that it's hard for anyone to parse through it all and understand what it means. But some people are trying, and coming up with gold. One of those successful prospectors is Ed Zitron, who has produced a staggering account of the precise moment at which Google search tipped over into enshittification, which names the executives at the very heart of the rot:
https://www.wheresyoured.at/the-men-who-killed-google/
Zitron tells the story of a boardroom struggle over search quality, in which Ben Gomes – a long-tenured googler who helped define the company during its best years – lost a fight with Prabhakar Raghavan, a computer scientist turned manager whose tactic for increasing the number of search queries (and thus the number of ads the company could show to searchers) was to decrease the quality of search. That way, searchers would have to spend more time on Google before they found what they were looking for.
Zitron contrasts the background of these two figures. Gomes, the hero, worked at Google for 19 years, solving fantastically hard technical scaling problems and eventually becoming the company's "search czar." Raghavan, the villain, "failed upwards" through his career, including a stint as Yahoo's head of search from 2005-12, a presiding over the collapse of Yahoo's search business. Under Raghavan's leadership, Yahoo's search market-share fell from 30.4% to 14%, and in the end, Yahoo jettisoned its search altogether and replaced it with Bing.
For Zitron, the memos show how Raghavan engineered the ouster of Gomes, with help from the company CEO, the ex-McKinseyite Sundar Pichai. It was a triumph for enshittification, a deliberate decision to make the product worse in order to make it more profitable, under the (correct) belief that the company's exclusivity deals to provide search everywhere from Iphones and Samsungs to Mozilla would mean that the business would face no consequences for doing so.
It a picture of a company that isn't just too big to fail – it's (as FTC Chair Lina Khan put it on The Daily Show) too big to care:
https://www.youtube.com/watch?v=oaDTiWaYfcM
Zitron's done excellent sleuthing through the court exhibits here, and his writeup is incandescently brilliant. But there's one point I quibble with him on. Zitron writes that "It’s because the people running the tech industry are no longer those that built it."
I think that gets it backwards. I think that there were always enshittifiers in the C-suites of these companies. When Page and Brin brought in the war criminal Eric Schmidt to run the company, he surely started every day with a ritual, ferocious tug at that enshittification lever. The difference wasn't who was in the C-suite – the difference was how freely the lever moved.
On Saturday, I wrote:
The platforms used to treat us well and now treat us badly. That's not because they were setting a patient trap, luring us in with good treatment in the expectation of locking us in and turning on us. Tech bosses do not have the executive function to lie in wait for years and years.
https://pluralistic.net/2024/04/22/kargo-kult-kaptialism/#dont-buy-it
Someone on Hacker News called that "silly," adding that "tech bosses do in fact have the executive function to lie in wait for years and years. That's literally the business model of most startups":
https://news.ycombinator.com/item?id=40114339
That's not quite right, though. The business-model of the startup is to yank on the enshittification lever every day. Tech bosses don't lie in wait for the perfect moment to claw away all the value from their employees, users, business customers, and suppliers – they're always trying to get that value. It's only when they become too big to care that they succeed. That's the definition of being too big to care.
In antitrust circles, they sometimes say that "the process is the punishment." No matter what happens to the DOJ's case against Google, its internal workers have been made visible to the public. The secrecy surrounding the Google trial when it was underway meant that a lot of this stuff flew under the radar when it first appeared. But as Zitron's work shows, there is plenty of treasure to be found in that trove of documents that is now permanently in the public domain.
When future scholars study the enshittocene, they will look to accounts like Zitron's to mark the turning points from the old, good internet to the enshitternet. Let's hope those future scholars have a new, good internet on which to publish their findings.
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If you'd like an essay-formatted version of this post to read or share, here's a link to it on pluralistic.net, my surveillance-free, ad-free, tracker-free blog:
https://pluralistic.net/2024/04/24/naming-names/#prabhakar-raghavan
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cx-analysis · 4 months
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Role of CX process consolidation in transforming contact center service delivery
CCaaS plays an important role in this instance, helping businesses eliminate silos and establish streamlined CX processes by digitalizing operations across the board.
In the shift to cloud-based contact centers, CX management platforms can be utilized to significantly simplify pre-migration, migration, and post-migration workflows for a smooth transition.
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blackchairuk · 4 months
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Why is enterprise CCaaS penetration low despite its benefits
Solutions to facilitate a smoother transition to the cloud have also become more commonplace in recent years. In this context, one of the most impactful offerings is solutions for automated discovery for CCaaS migration.
Automated discovery solutions for CCaaS migration are driving enterprise adoption
Automating a vast majority of core processes associated with pre-migration and migration workflows, these solutions can accelerate the process of transition by up to 25%—all the while driving down costs and resource requirements through automated discovery.
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boy-cow000 · 2 months
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Drained
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Spencer x Gn!Reader
Warnings: Mostly Fluff, Mention of a case, Spencer feeling rough
Summary: After a particularly long case Spencer happens to lock himself out of his apartment. In need of help, he stumbles into the home of the only non-bau friend he has left. However, he finds himself much more comfortable with you than he originally thought.
Word Count: about 890
A/N: Pretty short blurb because I’ve been dying to write again but I’ve been too lazy to rub my two brain cells together and produce something :,D btw IDK what season this is in so use your imagination
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Spencer couldn't be more thankful for his job. Knowing the lives he saved and the people he helped was enough to get him through most of the especially rough cases. However, this most recent one had been particularly troubling. The random small American town they had been flown to was not known for their technological advancements, to say the least, and the lack of documentation had made Garcia's job almost impossible. On top of that, the intrusive and misguided opinion of the head chief of police had completely skewed the case in the wrong direction. Needless to say, Spencer was rightfully exhausted, along with the rest of the members of the BAU.
After landing and leaving the jet, he told himself that all he had to do was head home so he could finally sleep. Truth be told, it wasn’t even that late; the plane had landed around 8:20 PM. Yet, sleep was the only thing on Spencer's mind after that 48-hour case.
It took him some time to get home, but at this point, nothing but the sweet relief of his bed mattered. Except, much to his dismay, he seemed to have a little trouble finding his keys. Unfortunately for him, that “little trouble” turned into a full-blown panic very quickly. Spencer tried to remember where he had put it. Mentally swatting away the thick fog laying over his mind, he let his head smack against his front door in defeat when he realized that his keys were left on the jet. Calculating his options, it became apparent there weren’t many. His coworkers were probably already sleeping, and it's not like Spencer had a history of having an extensive list of friends. Well, except you, that is. Spencer didn’t feel like paying upwards of 65 to 120 dollars for some locksmith to come in the middle of the night, so you were starting to seem like the best option. Knowing you didn’t live far away, he grabbed his things and started to text you. On the drive over, he began feeling a little nervous. He wondered if the reason you weren’t answering was because you were asleep and if he was going to bother you.
Upon arriving, he felt at ease seeing the lights in your apartment on. He fumbled with his bags but managed to get to your front door without dropping anything. He was so tired. Blinded by the light of the inside of your apartment, he resorted to a curt “hi” once you opened the door. You let him in a bit panicked; to be frank, you didn't know why he had suddenly asked you if you could crash. You were still happy to see him, however.
After explaining the situation, you let out a sigh, knowing nothing serious had happened. You told him to make himself at home while you figured out where your extra covers were. He took off his shoes and sat himself on your couch, awaiting further instruction.
When you came back, you saw Spencer, palming the socket of his eyes. Your heart stopped for a second, worry took over, and you wondered if maybe the case was weighing on him more than he’d like to admit. You rushed over.
“ Spence! Are you okay?” You laid the covers on the edge of the couch and rested a hand on Spencer's shoulder.
Spencer peeked into your eyes for what seemed like forever—a breathless moment between his answers. You felt your heart form a lump in your throat; your cheeks flushed, and you suddenly felt guilty. What if Spencer was actually doing terrible and you couldn’t help him because you were too busy wrestling with the effect he had on you? Eventually, you broke the intense eye contact, and Spencer sighed in return.
”I’m fine, really. It’s just… I was exhausted a minute ago, and now”
”Not so much.” You finished his sentence for him. He let out a light chuckle and bumped shoulders with you. He must’ve been delirious, because you couldn’t think of another reason why he would’ve been comfortable enough for all that physical contact. Your torso stiffened, and while still trying to calm yourself down, he let his head roll onto your shoulder and nudge itself into your neck. Spencer was going to kill you if he kept this up.
Spencer snaked his arms around you, entrapping you and making you fall back into the couch a little. You grabbed his opposite shoulder, hoping to lay him back, but his head bobbled a little lower, and it was clear he was no longer awake. Spencer kept snuggling, and it was making it increasingly harder to get yourself out of his grasp. An incoherent thank you left his lips before he fully fell asleep. So you sat there, absolutely surrounded by Spencer. Glaring at his slumbering state. Overtly aware of his faint sent, of his hair brushing against your face, of his slowed breath on your neck, of his hand grasping your waist, of him.
Your own exhaustion was catching up to you at an alarming pace. Despite your brain and dignity screaming at you not to fall asleep in his arms, your thoughts were starting to blur. Eventually, you fell asleep, caged in, breathing to the sound of his heartbeat. With that, tomorrow promised itself to be interesting.
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espinosaurusrexex · 1 month
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Remember Me
WinterSoldier!BuckyBarnes x Female!Reader
summary: After a fight against the most notorious Hydra agent of all, Steve and you discover that your assumed diseased friend Bucky is still alive. Old wounds resurface as you are confronted with the grappling reality that you have lived vastly different lives for the past 70 years. Will he remember your shared history? And most importantly: does he still feel the same?
word count: 3.1k
a/n: Just a short piece that I managed to finish. I know it's not a lot, but I hope you enjoy anyway 💕
warnings: a bunch of fluff and angst, mentions of war, mentions of sexism, swearing, Bucky is really broken in this one, happy ending (:
・゚✫* 𝒎𝒂𝒊𝒏 𝒎𝒂𝒔𝒕𝒆𝒓𝒍𝒊𝒔𝒕 。✭・゚
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“Proceed with caution, unidentified shooter on bridge. I repeat: unidentified shooter. It is not clear what the motive is. Take cover and shoot on sight.”
“Dispatch, this is Captain America - we’ll take it from here.”
“With all due respect, Cap, I will keep my men on site to keep your cover.”
“I appreciate it.”
“Least I can do for you, sir.”
“Stop chatting it up with the police and do your job, Rogers.”
“Alright, alright.”
You chuckled and turned to Tony. “How long are we out?”
“Three minutes, 46 seconds.” 
“You gonna survive that long, Stevie?”
“That guy’s got a good aim on him, gotta give him that.”
Muffled noises pushed through your earpiece before you stepped into the back of the Quinjet to gear up. 
“Can’t let him do anything. It’s one guy they’re fighting... one.”
“Yeah, one Hydra-trained assassin who’s apparently immortal and got more deaths on his record than Romanoff.”
You huffed as the meeting recollected in your mind. The Winter Soldier had been the newest pain in the Avenger’s asses ever since you discovered that Hydra was still operating in the shadows of S.H.I.E.L.D. 
“They’re just making a show out of everything, huh?” 
You strapped your gloves over your wrists and watched as Tony chuckled in the pilot seat. You and him had become good friends over the past few years. Ever since you and Steve had been discovered in the frozen airship of what you had thought to be your last mission about 70 years ago, you and Captain America had woken up in a vastly different world. One through which Howard’s son, Tony, gladly guided you. 
Both you and Steve were overwhelmed by the amount of changes the world had endured while you had soundly served your time as human popsicles, though Captain America seemed to struggle a little more with 21st-century technology and norms. 
It was fine, Steve had always been a little old-fashioned, even back in the day. You for one were delighted to learn about all the opportunities the world had to offer for women and other people who couldn’t have dreamed of any in the 40s. Because while Steve was celebrated for being the face of hope for the American people, you were still dodging snide comments doubting your place in the Army. And while you tried not to let anyone see the toll it took on you, it was the reason for enough nights you spent with Peggy sharing stories over a bottle of wine. 
You both decided the important men in your life should never find out. Though, of course, your not-so-secret didn’t stay hidden from Bucky for long. Which was one of the reasons you had jumped on that plane with Steve. Even when Bucky was already dead. Even when Steve was still oblivious. You constantly needed to prove yourself. But this one time, it had actually changed something – well, time had. 
You shook your head free of that thought and walked towards the cargo hatch. Tony had landed the Quinjet – it was go time. 
“Ready?”
“That guy won’t know what happened to him when we’re done with him.”
“Let’s rock his world, then,” Tony winked before his helmet closed and he flew out of the jet. You were close behind him, running the short distance from the ramp to the bridge from which you swung yourself off with a grappling hook. 
“What’s the status?”
“I’ve been shot.”
“I’ve got it, Bearcat check on Steve. He looks ridiculously helpless.”
“Roger that,” you sprinted towards the two fighting men on the street, as the Winter soldier threw Steve to the ground, his shield nowhere to be seen. 
“Okay, my turn.” You stepped in front of him, analyzing his movements, and dodging punches, trying to get some in yourself. 
“Oh come on, that’s not fair.” You huffed when he took a knife out of your leg holster and almost acrobatically threw it over your head just to graze your cheek with the blade. 
He had knocked off your guns at this point, leaving you with choking wire and some smaller daggers in your jacket. When he turned the right angle, you jumped his shoulders and locked your thighs around his neck, kicking the knife out of his hand and watching as he ripped your choking wire in half. Damn.
“Now, that’s not nice.” You threw the torn metal to the side as The winter soldier struggled to get you off him. A look to Steve told you he had a new plan, and with a short nod, you signaled your understanding to him. 
“But if you wanna be like that...” Steve threw you his shield and in a swift motion you managed to drag it over the soldier's head. He pushed his metal arm forward just in time, though your hit had already knocked the mask off his face. 
When the shield came down, you heard Steve’s footsteps halt next to you, the world going quiet. 
Your stomach churned when you watched blue eyes twitch between the dark smudges. Familiar and oh-so strange at the same time. 
“Bucky?” Steve stammered, and at the sound of his name, goosebumps rippled over your skin. 
The Winter Soldier’s look darkened before he reached for a gun. “Who the hell is Bucky?”
From then on, the day seemed like a blur. You remembered Sam knocking Bucky down and the lot of you flying back to the compound on standby. Steve was functioning a lot better than you were, considering the man you thought to be dead for over 70 years was currently handcuffed to a handrail on your jet. 
James “Bucky” fucking Barnes. Captain America’s best friend, founding member of the howling commandos, infamous war hero apparently turned assassin, and the man who stole your heart somewhere along the way. 
You dared a glance at the chained-up, unconscious brunette in the corner as Steve sat down next to you, a calming hand squeezing your shoulder. 
“Can I get you anything?”
You ignored him. “How are you not freaking out?” You whispered through glassy eyes instead. 
Steve’s expression softened when he pulled you into his chest, his other hand pressing your head further into him. His heart was hammering beneath his ribcage, his fingers cold to the touch. 
“I am. Just trying to be a captain.” His voice was strained when he mumbled into your hair. 
You just nodded in understanding, finding comfort in the fact you weren’t the only one feeling this way. 
❁ ❁ ❁
You watched him through the glass of the interrogation room with your arms crossed before your chest. Buck was sitting at the table, his head hung low, his dark hair falling in wet stands into his face. He didn’t move a muscle. For half an eternity, he stared at the table his wrists were chained to, almost statue-like. But when he finally looked up, you could see the confusion and nervousness in his ocean-blue eyes. 
They had given him time to recover, to shower, and feel like a human again. They forced him into normal clothes and offered him a bed to sleep. But it wasn’t enough. The man you were looking at was terrified and lost - exhausted and overwhelmed. 
Bucky visibly tensed when the door opened and Steve stepped into his sight. They spent the next hour reconstructing his past. Steve told him how he had ended up in the 21st century and by the end of their conversations, the tension was a lot less static.
“She’s alive,” Bucky stated and tore his eyes away from Steve to look at the one-way glass.
“She’s a tough one. Survived the crash without super soldier serum and came out of the ice just as unharmed as I did.” 
“What are the odds?” Bucky chuckled bitterly. “What are the fucking odds we all end up together again?” 
Steve only gifted his friend a sympathetic smile along with a squeeze to his shoulder. “Take it as a chance.”
“Feels like a punishment.” 
They were locking eyes and even though you were watching the interaction from the outside, you could feel the atmosphere turn somber. The men were staring at each other in silence for a while, though you knew there was an entire discussion happening in their eyes.
“Does she... does she want to see me?” Bucky’s voice was hesitant and broken. And you couldn’t help but somehow imagine a different question nestled in his words. 
You almost had to stop yourself from touching the glass with your hands, wanting to tell him that you were already seeing him - really seeing him. 
“Why don’t you ask her yourself?” Steve stood and with a last smile to Bucky, he exited the room. 
This was it. The door was open. The love of your life sitting only a few feet from it. Though it seemed like he was trapped inside another’s body. 
“I’ll give you some privacy,” Steve murmured as he stood in the doorway looking at you by the window. And you just nodded, trying to suppress your pulse rushing in your ears. 
“Thanks.” It was only a whisper. You weren’t used to your voice being this small. And Steve didn’t seem so either. He was looking at you with sad eyes, fists clenched by his sides. There was nothing he could do to make you feel better. Not this time. And he seemed to know so. With one last tight smile, he sent a short nod your way and then left. 
❁ ❁ ❁
Bucky didn’t look at you when you finally built up the courage to step inside his room. He was much bigger than you remembered. Thick muscles adorned his arms and shoulders. Shaggy, longer hair fell from his head and over his scrunched brows. His left arm was entirely of metal, a red star reminding him who had taken claim to him several decades ago. 
If you hadn’t known, the man before you had almost no resemblance to the soldier you loved in 1941. He had been lean and full of life. He was broken now. And you were terrified someone had taken the very thing from him that would keep him from becoming himself again. 
Without a word you approached Bucky, cupped his hands with yours, and undid the restraints that tied him to the table. And this was the first time he looked at you. Really looked at you. Bucky’s piercing blue stare was full of awe and sorrow, a deep pain etched beneath the grey flecks within the vibrant color. 
You sat down beside him. 
“Hey.” Your voice was shaky, dragging a long silence in its wake that only made your heart beat faster. 
“Hello,” Bucky finally whispered, breaking the spell. His voice was a raw timbre, like a long-forgotten melody. And so much more tangible now that you weren’t listening to it through a speaker. 
But that was it. Neither of you spoke afterward. 
There was so much that could have been said, so much that could have been exchanged, known, explored about the other. And yet it didn’t feel like any of the words known to you were enough to break the static tension in the room. You were just looking at Bucky, scanning every part of his body like it was a flash card for the most important test of your life. 
So, here you were: With the opportunity of a lifetime right at your fingertips and the confidence of a kicked puppy settled deep in your wounded soul. The person you had known for the longest looked so timid as if he were looking at a stranger. Not that he had ever been shy about strangers back in the day. But this was different. This was strange and beautiful, and scary, and exciting. No book in the world held the answers as to what to do in this situation. 
And the solution was so easy: you just had to say something. So why didn’t your damn mouth open?
The speaker above your heads crackled and then Tony’s voice rang through the room. And for the first time in what felt like hours, a tiny bit of the weight on your shoulders lifted with it. “Bearcat, If you don’t open your mouth and put the guy out of his misery in 5 seconds, I’ll personally mediate this incredibly static confrontation.”
You rolled your eyes and then glared at the mirror, knowing full well Tony was watching you despite your asking him to leave. You mouthed a ‘shut it’ towards the glass and then turned in shock when a familiar voice rose from the silence.”
“Bearcat?”
You stared at Bucky with soft eyes. There was an innocence in the way he slowly guided this conversation - almost like he’d always had. It was an easy question, a nice entry to the heavier stuff that was bound to be discussed. 
And just as you began to explain, it dawned on you how much you had missed about each other. How differently your life could have been if it weren’t for the cruel turn of fate.
“When Steve and I were discovered, S.H.I.E.L.D. was our home for a long time. They tried to put us in apartments, even set us up with chaperones to guide us through the new century.” Bucky looked intrigued, even leaning forth as he listened intently. You wondered if he ever realized how much time had passed when he was the winter soldier... if anyone ever cared to tell him. “But it wasn’t until I met Natasha that I felt like I had arrived. She showed me so many things and trained with me until I became an agent here. Howard’s son came up with the nickname. He reminds me of him.” You smiled and shook your head “He’s a pain in my ass but a genius that can be genuinely helpful even though I don’t want to admit it at times. I haven’t grasped the explanation fully, but apparently, my fast learning and efficiency when it came to fighting reminded him of one of those small powerful fighter jets that were finished just after the war.” You chuckled at the memory before your eyes found Becky’s again only to see pain all over his face. 
A silent tear rolled down his cheek and hit the floor before you could see it stain his skin. “I'm so sorry.” His voice was shaking, his body trying to make itself smaller but failing miserably with all the muscle surrounding it. He took up the room and your heart right along with it.
“Hey you have nothing to apologize for, you hear me.” You cradled his face and his hands instantly covered yours, only for his metal one to retract just as fast again. He was sorrowful and it made your heart ache. 
“You’ve been navigating through so much alone and this is yet another thing you had to do without me.” He confessed through his tears and squeezed his eyes shut. He hadn’t changed within - always caring for everyone around him and never putting himself first.
“I’m fine. Was then and am now.” You ensured him. “If you want to worry about someone, take Steve. He’s a lot more overwhelmed than I am.” Bucky chuckled through his tears, a deep seriousness settling in his eyes. “If anything, I’m sorry we didn’t save you sooner.”
He shook his head. “You couldn’t have known.” And there it was: a glimpse of the loving, caring, charming man you’d known so many years ago. A small smile snuck onto your face at the revelation and a spark of hope shot through your body. 
“I haven’t stopped thinking about you,” you confessed, "We never had the time to actually be just us. To live all the dreams we shared back then.” 
Bucky's eyes were full of sorrow before he closed them and pressed his forehead to yours. “I wish I could say I missed you,” he whispered and slung his arm around you, “But I didn’t remember.”
“And that’s not your fault, you hear me.” Your hand stroked over his damp hair, pulling it back and making Bucky look at you again. “None of this is your fault. Don’t you ever doubt yourself. What happened to you is horrible. And I vow to kill every single person responsible for keeping us apart for this long. But not once will anyone ever consider this your fault.”
Bucky averted his eyes and turned his head but you were quick to catch his face with your hand. “Promise me you won’t beat yourself up. Please. That’s all I ask of you. Let Steve and me handle the rest and focus on becoming comfortable in your skin again. I can’t wait to meet the man you can become.”
“You don’t want to know me, doll. Not anymore. Even if it wasn’t my fault, it changed me. I’m not the man you-“ he stopped talking as you watched regret flash over his features. “I don’t think I can give you what you deserve.”
“I don’t care what I deserve, Bucky. I want you. I always have and that won’t change because some bullies tried to brainwash you. The very fact that we are here talking like this shows how much stronger you are than them. How the good in you never wavered.”
“But I can’t even trust myself. How can I expect you to do so of me?”
You cradled his head harsher as you felt your own tears roll down your cheek. “All I need is for you to try and trust me. We’ll figure this out... like we always do.”
Bucky’s flesh hand had fallen to your thigh, a soft thumb stroking over your leg and he watched the movement in awe. You didn’t know how long it had been since he had last felt comfort but you were determined to make up for all the lost time. With the wild beating of your heart, you took his metal hand and laved your fingers with his, watching as Bucky’s eyes glued to your smaller hand in his. There was no fear of what could happen, no aversion towards the alien element attached to his body. And then, finally, he encased your hand with his silver fingers. 
Your other hand still stroked his cheek and you waited until he caught your gaze again. And once he did, you did not hesitate to slowly push your lips to his. 
Just a short, sweet kiss. One that held more words than you could ever say. And then you waited. What for? Maybe a rejection, the shake of his head, or the sheer confidence with which he used to kiss you decades back. 
Bucky’s breaths were shaky, his hands still touching you and sending softly timid comfort through your body. He held your gaze for a second... and then, he finally kissed you back. 
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In recent years, contact centers have become the epicenter of CX management, with cornerstone technologies that have enabled contact centers to evolve at an unprecedented pace. Discover the future direction of CX operations based on the trends in the evolution of cornerstone contact center technologies focusing on three main areas
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phantom-0-writer · 1 month
Text
regular boy: daniel wayne
masterlist/link to ao3
summary:
“Reporting live from Gotham City!” The reporter spoke “Here at the scene of the crime where Dr. Collin Kilye, renowned geneticist, has shot himself and has been declared dead by the paramedics. Dr. Kilye is suspected to be responsible for the purposeful switching of newborns between families under his care, where an estimated over 500 babies have been swapped in the last 20 years of his employment here. Based on the information provided to the Gotham PD by Nightwing and Batman, the vigilantes investigating the crime, we are led to believe that Nightwing has been investigating this case after an anonymous tipoff of Dr. Kilye’s suspicious activities. After a month and a half of investigating, Nightwing reason to believe the Dr. Kilye of malpractice and came to his office to investigate-” - Dick had learned that people never know a situation as well as they assume they did. Dick had always assumed that he wouldn’t be one of those people. He was a detective, a Bat, the first Robin. The case file in front of him glared tauntingly. Danny Fenton; Birth Parents: Bruce Wayne (father) and Clarissa King (mother). Status: Alive
chapter 01: breaking news
tw/cw: mentions of infant death and fictional medical procedures
dick: 25 jason: 20 danny: 16 tim: 16 steph: 17 cass: 15 duke: 17 damian: 13
Danny sighed, stepping through the front door and into the empty living room not bothering to turn on the lights and tossed his hoodie onto a nearby sofa. Normally Jazz would have berated him for being messy, or maybe Mom would have nagged about Danny being older and needing to clean up after himself. But Jazz was off studying neurology at Harvard. And his parents had gotten an “an amazingly irrefutable offer, Danno” to work at Dalv Co. under their new ecto-technologies sector, that partnered closely with the GIW. So they were usually busy with that. 
Not that Danny wasn’t glad to have time apart from his parents. After what Danny only referred to as The Chicago Incident, he could barely stand being in the same room with them. Danny kept quiet about what happened. He hadn't told anyone, not Sam or Tuck or Val or Wes and especially not Jazz. He couldn’t. He’d only managed to survive thanks to the timely aid of Fright Knight and Firebolt (a ghost friend he made when he was stuck in the Ghost Zone during the GIW’s six-month Martial Law lockdown- but that was a story for another time). 
Leaving his shoes somewhere by the door, Danny made his way into the kitchen, perusing through the remnants of edible material. The equipment in the basement would have been collecting dust if Danny hadn’t taken his liberties with it. Apart from his newfound and unbounded freedom that he regarded with gratitude, Danny even began dabbling in cooking real people food. And it was definitely because he wanted to and not because he was sick of microwavable food, Jazz. 
With Danny’s rendition of chicken alfredo ready, he ate in front of the TV. He flipped through a few channels before just landing back on the news. He half-listened to the anchor telling him about the incoming weather front before the screen abruptly changed, flashing a bright red Breaking News sign for a moment before panning over to a lady in front of what looked like a crime scene. 
“I’m Jenifer Blair, reporting live from West Gotham City with Z News!” The reporter spoke urgently over the loud sounds of police and ambulance sirens in the background. “Here at the scene of the crime where Dr. Collin Kilye, renowned geneticist, and lead researcher at West Gotham General Hospital, has shot himself and has been declared dead by the paramedics. Dr. Kilye is suspected to be responsible for the purposeful switching of newborns of families under his care. It is estimated that over 500 babies have been swapped in the last 20 years of his employment here. Based on the information provided to the Gotham PD by Nightwing and Batman, the vigilantes investigating the crime, we have been told that Nightwing has been investigating this case after an anonymous tipoff of Dr. Kilye’s suspicious activities. After a reported month and a half of investigating, Nightwing had reason to suspect Dr. Kilye of malpractice and came to his office to investigate where--”
The sudden sound of his phone ringing brought Danny back to his living room. “Hey, Tuck,” Danny answered, lowering the volume of the TV. 
“Danny! Dude! Have you seen the news story of Batman and Nightwing’s recent bust?” Tucker asked, his voice radiating fanboy excitement. 
“Wasn’t it mostly just Nightwing?” Danny raised an eyebrow at his friend, even though he couldn’t see it. “Batman showed up later.” 
“Yeah, well, Batman and Nightwing-”
“Nightwing and Batman.”
“Okay, whatever- but isn’t this totally insane? It’s like Parent Trap- but illegal.”
“That’s not what happens in Parent Trap.” Danny pointed out for the sole purpose of being annoying. 
“It’s the essence, Danny!” Tucker groaned. Danny could practically hear him rolling his eyes through the phone. “We’re still on for the new Doom game tonight?” 
“Wouldn’t miss it for the world. The others come by yet?” Danny put his plate in the sink. 
“I’m adding them to the call.” 
On the third ring, “‘Sup Fenton ‘n Foley. Ready to get your nonexistent butts handed to you?” Val goaded, already hyped for their game. 
“Hey! I’ll have you know I have a very nice butt. And Danny’s isn’t anything to scoff at either-” Tucker snapped only to be cut off by Danny.
“Okay! Thanks for the defense, Tuck.” Danny stepped in quickly before the conversation took a turn he did not want to witness. 
--- 
Dick was alone in the BatCave, working out the final details of his case before sending it off to be released publicly. In all of Dick’s years as Robin to Nightwing, this case was easily one of the most disastrous to the general public. Given that it was his case, Dick wanted to make sure it went smoothly. Or as smoothly as telling a family their child isn’t biologically theirs can go. 
Sorting through the files and pairing up the families with the correct child was relatively easy, thanks to the incredible details Dr. Kilye stored in his files. If the circumstances were different, Dick would have been amazed at how much data the doctor managed to keep collecting for 568 different subjects of his experiment. Silently praising himself for having already made his way through about half the files, Dick stretched his neck as he clicked the View Next button. 
In his line of work, Dick had learned that people never know a person or situation as well as they thought they did. Dick had been confident he wouldn’t be one of those people. He was a detective, a Bat, the first Robin. He knew better than to assume anything. The file that showed up next was chilling proof that he was wrong. For a Bat, the past never stayed in the past. 
File Number: 6678
Date of Birth: 12 February 20XX
Name: Thomas Wayne Jr 
Assigned Mother: Clarissa King (missing) 
Assigned Father: Bruce Wayne (alive)  
Biological Mother: Madeline Fenton (alive) 
Biological Father: Jack Fenton (alive) 
Medical Conditions: 
Malformations of the heart and lungs
Unidentified chemicals present in blood test
Updates and Notes: 
Deceased on 23 February 20XX (11 days old)
The memories he managed to keep buried for years seized Dick’s senses, and he was back in the hospital waiting room at age 9. None of the others had known about the time Bruce and Thalia had tried to work things out and had given having a family together a try. No LoA business. No Bat or JLA. Just regular(ish) people in a regular(ish) family. 
It had gone well for the months before Talia had become pregnant. Even most of the pregnancy had gone smoothly. Dick got to be in an actual family again after the death of his parents. They had dinner together. Talked about their day. Watched movies together.
But then Talia had gotten sick, and the baby ended up coming out a little early. The doctors had told them it was normal and that the baby would probably still be healthy. So Alfred sat in the waiting room with a nervous Dick, excited to meet his first-ever little brother. He’d always wanted a little brother. Bruce came to the waiting room after making Dick and Alfred wait forever and told them they could come in now. Talia, under the alias Clarissa King, was asleep when they entered. 
Bruce had told them the doctors had taken Thomas to get cleaned and do a few check-ups. Dick remembered the anxious but excited look on Bruce’s face as he kept glancing at the door, ready to pounce the second the doctor would come back with Dick’s new baby brother. 
Except that never happened. 
When the doctor came back into the room, he had a clipboard in his hand, not a baby. The Doctor told them to follow him, and they went inside a room with a bunch of machines in it, and in the middle of the room was Dick’s baby brother.
The baby was mostly bald, but he had little bits of black hair on his head, like Bruce and Talia. Dick wondered what color eyes the baby would have. Talia had green eyes, but Bruce and Dick had blue eyes. Alfred had said the baby needed a lot of rest and that’s why he was sleeping so much. Dick would be a good big brother and wait patiently until his baby brother woke up. 
But the baby had to stay in the hospital for 10 whole days since Bruce had told Dick that his brother was really sick. Dick would check the nursery to make sure it was ready for his brother before Alfred would take him to the hospital to visit. Dick’s baby brother hadn’t been awake any of those days and Dick never got to find out what color his eyes were. 
On the eleventh day, they didn’t go to visit. When Dick asked Alfred why, the butler had walked him to the patch of loose dirt in the backyard marked with a little piece of rock with his brother’s name on it. 
Dick had seen that type of rock with his parent’s name on it before. 
It meant that he was gone, and Dick would never get to see him again. 
When Bruce had introduced Jason Todd and said he would stay with them in the manor, that was the first time Dick had truly ever been betrayed by Bruce. 
Jason wasn’t his brother. Thomas was. But Thomas wasn’t here. Jason may get to say he was Bruce’s son too, but he didn’t get to know about Thomas. 
Not letting his childhood tears deter him from his new goal, Dick quickly found the associated file. Dick’s heart pounded in his chest while his breath was still stuck somewhere in his throat, 
File Number: 77563
Date of Birth: 12 February 20XX
Name: Daniel Fenton 
Assigned Mother: Madeline Fenton (alive) 
Assigned Father: Jack Fenton (alive) 
Biological Mother: Clarissa King (missing) 
Biological Father: Bruce Wayne (alive)  
Medical Conditions: 
Normal Birth
Age 12: Electrocuted 
Hospitalized for 24 hours. 
Developed Acute Bradycardia 
No follow-up medical procedures 
Updates and Notes: 
Prefers “Danny” 
Dick looked over the file again and again. His baby brother was alive. He had come back. 
Should he tell Bruce? Obviously, that was a dumb question. How should he tell Bruce? 
Well, Richard Grayson was nothing if not tactful. He pulled out his phone from his jacket pocket, pulled up both files next to each other on the large screen of the Bat Computer, snapped a picture, and clicked send. Bruce was supposed to be having dinner with some important business people or whatnot, so Dick decided he should flee the scene before the Big Bad Bat found him, not wanting to know what his wrath would bestow on him. Heaven forbid, Bruce might even talk about emotions.
He closed all the files, stored them in a flash drive, and wiped them from the computer. After all, this was his case, and he’d be the one to see it through. Dick was right in front of the elevator when the doors opened to reveal Tim.
“You’re done?” Tim asked, raising a suspicious brow.
“I have a flight to catch.” Dick said, “I need to pack.”
“Is it for a case?” Tim asked, putting his phone in his pocket. 
“Yeah. Be the bestest brother ever and cover for me?” Dick pleaded, flashing his signature smile.
“Why should I?” He huffed already a few feet away from where Dick stayed. 
With a smirk, “‘Cause you don’t want Bruce to know what taking the Batmobile out for a ‘joyride’ was really for,” Dick said with a smirk. 
Tim turned around, alarmed. “Fine, I’ll cover. But you better not tell.” Tim hissed at him.
“Scout’s Honor.” Dick winked before catching the elevator. 
“You weren’t even a Scout.” He heard Tim complain before the doors fully shut. 
Three hours later, Dick landed in Chicago, Illinois and hailed a cab to take him the rest of the 1-and-a-half-hour drive to Amity Park. Where Thomas  Daniel Danny lived. Dick hadn’t exactly planned this whole excursion through, which wasn’t very trained-by-Batman of him. But Dick knew how to do things by the nose when he needed to. 
He had used the time in the plane to finish the rest of the files, which he completed quickly with his ultimatum in mind. Dick purposely ignored every notification vibrating in his pocket knowing he would be facing the wrath of either Tim or Bruce. 
But now he was sitting in a car for one-and-a-half hours with nothing to look out for except the darkness of the night and a relatively empty road. He opened his phone to 56 messages and missed calls. He scrolled through the groupchat, ignoring it when it was just talking about regular stuff. Next, he opened his messages from Tim. 
Timbers: Dick.
Timbers: what did you do?????
Timbers: when you said cover I thought you meant for patrol or smt 
Timbers: not whatever beef Bruce apparently has with you??
Timbers: I demand compensation!!!
Timbers: [1 video]
Dick opened the video Tim sent him. It was 90 seconds of security camera feed from right above the elevator. Bruce’s hair was disturbed from his usual well-done look he kept for business meetings and his tie was undone. He stormed towards the Bat Computer where Tim was doing whatever Tim does on the computer. Despite being dressed in business attire, Dick could practically see the flurrying of the Batman cape behind him as he walked. Bruce whipped the chair Tim sat on around to face him so fast that Tim nearly fell off. 
‘Where’s Dick?’ The camera was a bit far but still picked up Bruce’s echoing voice. To Dick’s surprise, and seemingly Tim’s as well, Bruce didn’t seem mad. Disgruntled, alarmed, slipping from sanity? Yes. Genuinely angry? Not quite. It made Dick feel a little guilty. Only a little, though.
‘I dunno,’ Tim said, still reeling from the surprise attack. 
Bruce pushed Tim’s chair away from the computer, scavenging through the files, no doubt looking for the files on Thomas and Danny. Unfortunately for Bruce, every single one of those files was secure in Dick’s jacket pocket. Bruce would come to realize that soon enough, as he took a shaky breath and stepped away from the screen.
The video ended. 
That explained the 12 missed calls from Bruce. Dick debated calling him back. No doubt Bruce would ask for an explanation. An explanation he still has yet to come up with. 
Deciding this was a problem for future Dick, present Dick decided he would let himself doze off for the rest of the cab ride to his destination.
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