Recently wrapped a conversation with @pfersht on the future of services. A few unfiltered thoughts:   The labor arbitrage era is past its sell by date. Full stop. The next 5 years will separate winners from losers; not by who adopted AI, but by who had the courage to cannibalize their own model before someone else did it for them.   Three things I'm watching: - Redesign workflows, don't bolt AI on top. When you rebuild instead of patch, the gains aren't incremental; they're transformational. - Stop measuring activity. Start measuring value. Every day I ask our teams: "What value did you add to your customer today?" That one metric forces you to either transform or expose the gaps. - Be vertically deep, not horizontally broad - an inch wide, mile deep beats a mile wide and an inch deep every single time.   The compounding advantage is real: in the labor model, your second client costs as much as your first. In the AI model, every new client benefits from the learning of the previous ones. That's a fundamentally different economics, and you can't unlock it while managing legacy headcount.   Here's the hard truth: There is no soft landing for a labor-first model anymore. The market will either absorb you or pass you by. One final thought: Technology will arrive on schedule. The courage to use it will not. That's the binary for 2030.