Books

Beyond the First Ring isn’t a fantasy novel, it’s a no-nonsense guide to fixing what’s broken in customer service. If your contact center still feels stuck in the 90s, this book is your chance to flip the script. Learn how to use AI to cut wait times, help your agents shine, and actually make customers happy. With real examples and clear advice, this book helps CX leaders and tech teams move from reactive firefighting to smart, proactive support. It’s not about replacing humans, it’s about making the whole system better, faster, and ready for what’s next.

Engineering Leadership in Regulated Environments: A CTO’s HandbookBy Chrysovalantis D. Koutsoumpos In regulated industries, engineering leaders face a unique challenge: how to build systems that move fast without breaking rules, and scale teams without losing clarity or control. This book offers practical guidance drawn from real-world experience — designed for engineering leaders who operate in environments where compliance, trust, and delivery must coexist. Covering 30 focused chapters, it explores topics like team structures, architecture, risk management, audit readiness, product delivery frameworks, and long-term strategy. Each chapter includes actionable insights, tools, and approaches that help bridge the gap between technical leadership and regulatory expectations. Whether you're leading engineering at a fintech, healthcare company, or any compliance-heavy organization, this handbook provides a thoughtful and pragmatic reference to support your growth — and your team’s.

Comunicar con claridad y persuasión se ha convertido en una habilidad crítica. El arte de persuadir no depende de la intuición, sino de mecanismos cerebrales predecibles: la aversión a la pérdida, la búsqueda de validación social y la respuesta a estímulos emocionales. Esta guía práctica está pensada para quienes buscan resultados, no teorías abstractas. Cada paso incluye: ➔ Fundamento científico (con referencias verificables).➔ Ejemplo aplicado (para trasladar la teoría a la práctica).➔ Errores comunes (y cómo evitarlos).

A pathway to a new philosophy of work, management & leadership, and a call to action for anyone faced with Intractable Problems & Elusive Opportunities. For current, aspiring, formal, and informal leaders. This book presents new principles, attitudes and behaviours along with examples from organisations and concrete practices. Perfectly suited for this digital, hyperconnected world and the ongoing Artificial Intelligence revolution.

Usability: From Friction to Flow unravels the hidden barriers that frustrate users and reveals the principles behind seamless digital experiences. Whether you're designing a product, refining an interface, or leading a team, this book guides you through the art of eliminating friction—turning clunky, confusing interactions into intuitive, effortless flows. Packed with real-world insights, case studies, and actionable strategies, it equips you to craft experiences that feel natural, reduce cognitive load, and keep users engaged. From micro-interactions to holistic UX thinking, this book is your roadmap to mastering usability and creating products people love. If you’ve ever wondered why some interfaces just work while others drive users away, this is your guide to making the shift—from friction to flow.

Todas las empresas ya están utilizando o eventualmente utilizarán la tecnología y los productos digitales para mejorar su día a día, acercarse más a sus clientes y optimizar su eficiencia. Este libro es tu guía, con conceptos, principios y herramientas para tu viaje de transformación digital.

Example chapter available on ThinkingEA.com - A Very Common Tragedy (Chapter 17)

Voici un guide dynamique, pratique et visuel sur le nouveau monde étrange de l'IA générative. C'est comme une version étendue de la vidéo virale d'Henrik portant le même nom. Version imprimée : Les versions brochée et reliée sont disponibles sur Amazon. Utilisez le site Amazon de votre pays (par exemple Amazon.se pour la Suède) pour minimiser les délais et les frais d'expédition.

זהו מדריך מהיר, מעשי וחזותי לעולם החדש והמוזר של בינה מלאכותית יצרנית. הוא דומה לגרסה מורחבת של הסרטון הויראלי של Henrik באותו השם. גרסה מודפסת: כריכה רכה וכריכה קשה זמינות ב-אמזון. השתמשו באתר אמזון של המדינה שלכם (למשל: Amazon.se עבור שוודיה) כדי למזער את זמן המשלוח ואת העלות.

Este é um guia dinâmico, prático e visual para o novo e estranho mundo da IA Generativa. É como uma versão expandida do vídeo viral do Henrik com o mesmo nome. Versão impressa: Edições em capa mole e capa dura estão disponíveis na Amazon. Utilize o site da Amazon do seu país (ex: Amazon.se para a Suécia) para minimizar o tempo e custo de envio.

Πρόκειται για έναν γρήγορο, πρακτικό και οπτικό οδηγό στον παράξενο νέο κόσμο της Generative AI. Είναι σαν μια εκτεταμένη έκδοση του viral βίντεο του Henrik με το ίδιο όνομα. Έντυπη έκδοση: Οι εκδόσεις με μαλακό & σκληρό εξώφυλλο είναι διαθέσιμες στο Amazon. Χρησιμοποιήστε τον ιστότοπο Amazon της χώρας σας (π.χ. Amazon.se για τη Σουηδία) για να ελαχιστοποιήσετε τον χρόνο και το κόστος αποστολής.

Ovo je dinamičan, praktičan i vizualan vodič kroz novi svijet Generativne umjetne inteligencije. Predstavlja proširenu verziju Henrikovog viralnog videa istog naziva. Tiskano izdanje: Meki i tvrdi uvez dostupni su na Amazonu. Koristite Amazon stranicu svoje države (npr. Amazon.se za Švedsku) kako biste smanjili vrijeme i troškove dostave.

यह जनरेटिव एआई की अजीब नई दुनिया की एक तेज़-गति की, व्यावहारिक और दृश्य मार्गदर्शिका है। यह Henrik के इसी नाम के वायरल वीडियो का एक विस्तृत संस्करण है। प्रिंट संस्करण: पेपरबैक और हार्डकवर Amazon पर उपलब्ध हैं। शिपिंग समय और लागत को कम करने के लिए अपने देश की amazon साइट का उपयोग करें (उदाहरण के लिए: स्वीडन के लिए Amazon.se)।

Dette er en tempofyldt, praktisk og visuel guide til den mærkelige nye verden af Generativ AI. Den er som en udvidet version af Henriks virale video af samme navn. Trykt version: Paperback & hardback er tilgængelige på Amazon. Brug dit eget lands amazon-side (f.eks. Amazon.se for Sverige) for at minimere leveringstid og omkostninger.