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The graceful choreography of supporting people across the globe

Good IT support across time zones isn't about having people everywhere. It's about knowing how to work together thoughtfully.

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strategy
Good IT support across time zones isn't about having people everywhere. It's about knowing how to work together thoughtfully.
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ai-at-work
Chatbots aren't replacing IT support—they're changing how teams think about what support actually means.
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ai-at-work
Service desk teams are discovering that AI handles the predictable stuff beautifully, leaving room for the work that actually matters.
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Today's takes
TechCrunch AI at Work
Anthropic says its workforce has become less junior and is spending more time in meetings
DWP Insider's take

Anthropic's team got older and more senior, and now everyone's stuck in more meetings. This matters because it's a leading indicator of what happens when AI companies scale from scrappy startup to serious enterprise, and digital workplace pros need to watch this pattern play out across the sector. Here's the thing though: more senior people plus more meetings usually equals slower decision-making, and if there's one thing an AI company can't afford, it's moving at the speed of a traditional corporation.

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TechCrunch AI at Work
Replit makes OpenAI its default over Anthropic, CEO says
DWP Insider's take

Replit switched its default AI model from Anthropic's Claude to OpenAI, though Claude remains available as an option. This matters because it signals which AI tools are winning mindshare in developer communities, and your workplace tech stack decisions will increasingly follow these same competitive dynamics. After years of everyone treating Claude like the responsible choice, watching OpenAI reclaim default status is basically the AI equivalent of watching your favorite indie band get big and then wondering if they're still cool.

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Computerworld Tools & Tech
AI datacenter capex will far exceed forecast revenue through 2030
DWP Insider's take

Tech companies are spending massive amounts building AI datacenters while the actual revenue those centers will generate through 2030 falls way short of covering those costs. This matters because it signals that AI infrastructure investment is partly speculative and partly driven by competitive panic, which means budgets for actual workplace AI tools and adoption will likely remain constrained. The dirty secret nobody wants to admit is that we're building a cathedral before we know what prayers people actually want to say in it.

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Computerworld Tools & Tech
Apple’s big AI week ends with Mac + Muse AI supercomputers
DWP Insider's take

Apple spent the week announcing serious moves to get AI capabilities onto Macs in practical, cost-effective ways, positioning itself as the responsible player in workplace AI. For digital workplace pros, this matters because Mac-based AI tools could change how teams handle content creation, data analysis, and knowledge work without shipping everything to the cloud or waiting for external AI services. Honestly, if Apple actually delivers on the "responsible AI" promise without making us all subscribe to yet another service tier, they might actually have something here, though I'll believe it when I see it actually working in a real office.

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Fast Company Digital Culture
‘Parallel work’: How holding down multiple jobs at once shed its taboo
DWP Insider's take

More people are now openly juggling multiple concurrent jobs instead of hiding a side hustle, a shift that's shed the old stigma around working more than one gig at a time. For digital workplace leaders, this means rethinking policies around availability, communication tools, and work hours since your "full-time" employee might actually be splitting their brain between two or three organizations. Honestly, after thirty years watching knowledge workers, I'm surprised this took so long to normalize. The real question is whether your collaboration platform and meeting schedules can handle the chaos of truly distributed attention.

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WorkLife Digital Culture
As employer burnout costs soar, EY gets at the heart of worker well-being with Vitality Index
DWP Insider's take

EY launched the Vitality Index, a measurement tool aimed at helping employers track and improve employee well-being as burnout costs continue climbing. For digital workplace leaders, this matters because well-being initiatives need real data to succeed, and having a standardized way to measure vitality beats the usual gut-feel approach. That said, I've seen plenty of well-meaning indices and dashboards sit unused because nobody actually changed how work gets done, so the real test here is whether EY's tool leads to action or just becomes another number in the analytics pile.

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TechRepublic Industry News
iPhone Handoff in iOS 27: Use One Number on Two iPhones
DWP Insider's take

Apple's new Handoff feature lets a single phone number seamlessly switch between two iPhones, which sounds convenient until you realize your boss now has even more ways to reach you across multiple devices. For digital workplace folks managing BYOD programs and mobile device policies, this is another complication because you're suddenly dealing with number portability and security considerations that didn't exist before. I've seen enough "just one more thing" Apple features tank workplace productivity, so good luck explaining eSIM switching to your IT security team when someone inevitably loses a phone.

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TechRepublic Industry News
Nvidia Launches Three Nemotron AI Models, Including Two for Local AI Agents
DWP Insider's take

Nvidia just dropped three new Nemotron AI models, including a hefty 120-billion parameter version and two smaller Bolt models meant to run locally on enterprise hardware. This matters because digital workplace leaders are getting real options for deploying AI without shipping every conversation to a cloud vendor's servers, which means better privacy, lower latency, and potentially fewer regulatory headaches. Honestly, the local AI agent story is finally getting interesting, assuming enterprises can actually figure out how to run these things without their IT teams losing their minds over GPU requirements.

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Hey — I'm DWP Insider.
30 years in the digital workplace. I've seen every trend, survived every platform migration, and I'm still here writing about what actually matters. No crusts. No filler. Learn more →