I didn't get a Christmas card from the head of IT - all the other VPs did. I was on his shit list, and probably deserved it. We worked in 70 year old company, I wanted to run customer service like a start up, he ran IT like the KGB. We were a match made in hell. I had a running list of initiatives in customer service and he always said no or it will happen some day. He hated the cloud because he read somewhere that the Cloud will never be good enough for enterprises. So I started funding the initiatives myself and started moving more and more of the contact center technology to the cloud. I saw way an early adopter to the cloud because I loved to go fast. We are in another transformative movement powered by AI. We have the prognosticators predicting how it will go. Put your bullshit meter on high alert.