The Founders @ We're Trustable - AI, BPO, CX, and Trust | Rachel Maron | Substack

The Customer at the Center

AI in customer experience is a trust problem, not an efficiency problem. The Trust Envelope tells you what your systems must sustain. Start with the audit, not the policy.

READ THE LATEST

Most Popular

Meta’s Moral Collapse in Code: How a $1 Trillion Company Codified Predation, Racism, and Lies into AI Policy

Aug 15, 2025 • Rachel Maron

The Human Premium: Substack, AI, and the Next Era of Creative Distinction

Jul 24, 2025 • Rachel Maron

Beyond Compliance Theater: Why AI Safety Demands Proofs, Not Promises

Oct 15, 2025 • Rachel Maron

The Copyrighted Face: Denmark, Deepfakes, and the Struggle for Data Sovereignty

Nov 3, 2025 • Rachel Maron

Recent posts

Anthropic Mythos and the End of Temporal Arbitrage

How Automated Vulnerability Discovery Collapses The Deferred-Risk Model Behind Venture Software

Apr 24 • Sabino Marquez

When Government Abdicates: A Complete Response to the White House National Policy Framework for AI

The White House National Policy Framework for Artificial Intelligence reveals a government that has fundamentally misunderstood the AI problem.

Mar 23 • Rachel Maron

The CISO Myth: The Anti-Trust Patterns Inside Hospitals

How compliance-first security erodes trust, care, and capacity.

Jan 30 • Rachel Maron

The Quiet Breach at CISA

Authority, AI, and the collapse of restraint at the nation’s cyber defense agency.

Jan 29 • Rachel Maron

The CISO Myth: Perimeter Guard in a Clinical World

When control replaces coherence, patients pay the price.

Jan 26 • Rachel Maron

Patient Outcomes Are Trust Outcomes

Redefining What “Success” Means in Healthcare Security

Jan 23 • Rachel Maron

The CISO as Patient-Safety Actor: Why Cybersecurity Is Now a Patient-Facing Function

When uptime, integrity, and clarity determine whether care arrives on time.

Jan 21 • Rachel Maron

PART VI — THE DEPLOYMENT: How to Build the Trust Envelope in a Real Organization

The Trust Engineering Advantage

Dec 15, 2025 • Rachel Maron

Customer Experience & BPO

The Customer at the Center

AI in customer experience is a trust problem, not an efficiency problem. The Trust Envelope tells you what your systems must sustain. Start with the…

May 29 • Rachel Maron

PART VI — THE DEPLOYMENT: How to Build the Trust Envelope in a Real Organization

The Trust Engineering Advantage

Dec 15, 2025 • Rachel Maron

The Catastrophe That Trust Could Have Prevented

A ransomware attack didn’t just expose Ascension’s systems; it revealed how executives prioritized efficiency over trust, and patients paid the price.

Nov 5, 2025 • Rachel Maron

The Age of Agents Demands the Age of Proof: Why Trust Architecture Becomes Your Competitive Moat

Replace cost-center security with a Trust Leader who ships buyer-grade artifacts. Proof at the gate wins deals, defends price, and protects valuation.

Oct 1, 2025 • Rachel Maron

The AI Governance Gap: Why Current Solutions Miss the Trust Manufacturing Imperative

Trust was always a system (we just didn't know how to see it). Now, AI governance is repeating the same mistake.

Aug 27, 2025 • Rachel Maron

The Founders @ We're Trustable - AI, BPO, CX, and Trust

The Founders @ We're Trustable - AI, BPO, CX, and Trust

Leveraging decades of experience, exploring where customer experience meets trust and safety—driving engagement, efficiency, and smart outsourcing decisions.

Artificial Intelligence

The Customer at the Center

AI in customer experience is a trust problem, not an efficiency problem. The Trust Envelope tells you what your systems must sustain. Start with the…

May 29 • Rachel Maron

When Government Abdicates: A Complete Response to the White House National Policy Framework for AI

The White House National Policy Framework for Artificial Intelligence reveals a government that has fundamentally misunderstood the AI problem.

Mar 23 • Rachel Maron

The Quiet Breach at CISA

Authority, AI, and the collapse of restraint at the nation’s cyber defense agency.

Jan 29 • Rachel Maron

PART VI — THE DEPLOYMENT: How to Build the Trust Envelope in a Real Organization

The Trust Engineering Advantage

Dec 15, 2025 • Rachel Maron

“Government Shouldn’t Pick Winners”—But They Must Pick Boundaries

When Cognitive Infrastructure Becomes National Infrastructure

Nov 26, 2025 • Rachel Maron

The Trust Mirage: Why Safety Theater Is More Dangerous Than No Safety At All

How Tech Giants Weaponize Governance Performance to Avoid Actual Accountability

Nov 25, 2025 • Rachel Maron

Recommendations

Rohan Paul

Gritletter

Kevin Kelly

LIGHTMATHEMATICS’s Substack

LIGHTMATHEMATICS

Women Building with AI

Meg Faibisch Kuhn

The latest from

Rachel Maron

The Customer at the Center

Top posts

Meta’s Moral Collapse in Code: How a $1 Trillion Company Codified Predation, Racism, and Lies into AI Policy

Aug 15, 2025 • Rachel Maron

The Human Premium: Substack, AI, and the Next Era of Creative Distinction

Jul 24, 2025 • Rachel Maron

Beyond Compliance Theater: Why AI Safety Demands Proofs, Not Promises

Oct 15, 2025 • Rachel Maron

The Copyrighted Face: Denmark, Deepfakes, and the Struggle for Data Sovereignty

Nov 3, 2025 • Rachel Maron

The Illusion of Stability: Why AI's Reasoning Fragility Demands a Trust-Centric Response

Aug 6, 2025 • Rachel Maron

#nojs-banner { position: fixed; bottom: 0; left: 0; padding: 16px 16px 16px 32px; width: 100%; box-sizing: border-box; background: red; color: white; font-family: -apple-system, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px; line-height: 13px; } #nojs-banner a { color: inherit; text-decoration: underline; } This site requires JavaScript to run correctly. Please turn on JavaScript or unblock scripts