Everything here is true. That's the game.
Two simulations built from twenty-eight years of watching programs and careers survive, or not. Every event is real. Every ending is happening in a company near you.
The Transformation Trail
Twelve months to stand up a CX program before it dies of the usual causes. Vendor armies, padded dashboards, board patience, competitor bandits. Your customers are the family. Your employees pull the wagon. Choose your seat and press on.
TEND
The AI waves are coming for the manual work. That part is not up to you. Raise one career through the shift, as the executive who controls the care or the employee reading the signals. What it evolves into depends entirely on how you tend it.
The Trail is year one: launching the thing. TEND is year two: keeping it, and the people inside it, alive. Most companies lose one of the two. The ones that don't tend to have help.