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White-glove IT doesn't scale. Until it does.
The service my executives expect can't be templated — but almost everything around it can. Where I draw the line between the human and the machine.
(Placeholder structure — replace this body with your writing. Edit this file at src/content/writing/white-glove-it-doesnt-scale.md.)
Open with the tension: white-glove means bespoke, and bespoke means it doesn’t scale. Then the turn — what actually doesn’t scale versus what only feels like it doesn’t.
Where the human has to stay
The moments that are irreducibly personal. Name them.
The line worth screenshotting.
Where the machine takes over
The busywork around the service that you automated so the human moments could get your full attention.
The line I draw
Your rule of thumb for what gets automated and what never will.