Blog
On CX infrastructure, AI governance, building from Cairo, and the lessons from founding, selling, and buying back the same company.
What looks like a CX failure — slow resolutions, escalations, AI that works in demo and fails in production — is always a governance failure upstream.
A technical founder's story of building 19 AI agents to simulate an entire product organisation — and why adding governance made development faster, not slower.
Tickets count how fast you process failures. Resolutions count whether customers got what they needed.
Every CX vendor has AI now. The results haven't improved. The gap isn't technology — it's the absence of infrastructure beneath it.
I spent more than fifteen years in hardware engineering before I wrote a line of SaaS code. That sequence shaped everything about how I build platforms.
I founded Tactful in 2016, sold it in 2022, and reacquired it in early 2024. This is the story of the decision — and what I learned along the way.
60 engineers in Cairo cost less than 15 in London. That's not about cheap labour — it's about R&D density that lets you build infrastructure instead of cutting corners.