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  <title>Notes · Juan Santana</title>
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  <description>What it looks like from both sides of the table. Capital, boards, operations and what AI is breaking underneath. By Juan Santana, investor and independent director, between Madrid and Bogota.</description>
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  <lastBuildDate>Tue, 01 Sep 2026 09:00:00 +0000</lastBuildDate>
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    <title>Attrition: AI in the contact center without laying anyone off</title>
    <link>https://mykobu.com/notes/the-rotation/</link>
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    <pubDate>Tue, 01 Sep 2026 09:00:00 +0000</pubDate>
    <category>AI and its uncomfortable side</category>
    <description>A contact center can cover between half and two thirds of its seats with AI agents in six months without layoffs. Nobody who leaves is moving on to higher-value work.</description>
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    <title>The adviser leaves when the hard part starts</title>
    <link>https://mykobu.com/notes/i-was-a-finance-guy/</link>
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    <pubDate>Thu, 23 Apr 2026 09:00:00 +0000</pubDate>
    <category>Capital and operations</category>
    <description>A banker who loses a process keeps the year&#x27;s other mandates. An executive has the company&#x27;s competitiveness at stake.</description>
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    <title>The roundabout: when to ask before you decide</title>
    <link>https://mykobu.com/notes/the-roundabout/</link>
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    <pubDate>Tue, 07 Apr 2026 09:00:00 +0000</pubDate>
    <category>Boards and governance</category>
    <description>A decision gets escalated when taking the wrong exit costs too much in euros or in time. Everything else gets decided and on you go.</description>
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