News and Articles
The New Normal, Episode 3: President Scott Pulsipher
Western Governors University President Scott Pulsipher on building your own replacement before you need it, matching AI to the task, and doubling a mentor's capacity. Seven takeaways from Episode 3 of The New Normal.
Ruben Harris · Jul 23, 2026
The New Normal, Episode 2: President Madeline Pumariega
Miami Dade College President Madeline Pumariega on skipping pilots, putting Digital Workers on the org chart, and why students engage longer with AI. Seven takeaways from Episode 2 of The New Normal.
Ruben Harris · Jul 9, 2026
The New Normal, Episode 1: Kermit Cook on Reinventing Penn Foster with AI
Penn Foster CEO Kermit Cook on building ugly pots, escaping the academic calendar, and the AI outreach that delivered a 30x return. Seven takeaways from Episode 1 of The New Normal.
Ruben Harris · Jun 25, 2026
OutRival Presents: The New Normal
The New Normal is OutRival's new show about how enterprises are deploying AI agents, putting Digital Workers on the org chart, and generating real ROI.
Ruben Harris · Jun 24, 2026
How AI Agents Are Shaping the Future of Higher Education and Customer Experience
Last week, over cafecito in Miami, I sat down with some customer experience leaders, and we kept circling around a critical question: How can customer-facing teams leverage AI to move beyond outdated solutions like prerecorded phone menus (Interactive Voice Response-IVR systems) and third-party offshore solutions like BPO's (business process outsourcing), to create personalized experiences that drive both satisfaction and business results?
Ruben Harris · Oct 15, 2024
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