News and Articles
The New Normal, Episode 5: President Mark Milliron
National University President Mark Milliron on designing for students who are ANDers, the AI wingman rolling out beside every employee, and why NU has stopped short of agentic systems. Five takeaways from Episode 5 of The New Normal.
Ruben Harris · Aug 19, 2026
The New Normal, Episode 4: Chancellor David Andrews
UMass Global Chancellor David Andrews on grading that went from 48 hours to 48 seconds, commencement speeches written with AI, and student-facing AI with no human in the loop. Seven takeaways from Episode 4 of The New Normal.
Ruben Harris · Aug 6, 2026
The New Normal, Episode 3: President Scott Pulsipher
Western Governors University President Scott Pulsipher on building your own replacement before you need it, matching AI to the task, and doubling a mentor's capacity. Seven takeaways from Episode 3 of The New Normal.
Ruben Harris · Jul 23, 2026
The New Normal, Episode 2: President Madeline Pumariega
Miami Dade College President Madeline Pumariega on skipping pilots, putting Digital Workers on the org chart, and why students engage longer with AI. Seven takeaways from Episode 2 of The New Normal.
Ruben Harris · Jul 9, 2026
The New Normal, Episode 1: Kermit Cook on Reinventing Penn Foster with AI
Penn Foster CEO Kermit Cook on building ugly pots, escaping the academic calendar, and the AI outreach that delivered a 30x return. Seven takeaways from Episode 1 of The New Normal.
Ruben Harris · Jun 25, 2026
OutRival Presents: The New Normal
The New Normal is OutRival's new show about how enterprises are deploying AI agents, putting Digital Workers on the org chart, and generating real ROI.
Ruben Harris · Jun 24, 2026
How AI Agents Are Shaping the Future of Higher Education and Customer Experience
Last week, over cafecito in Miami, I sat down with some customer experience leaders, and we kept circling around a critical question: How can customer-facing teams leverage AI to move beyond outdated solutions like prerecorded phone menus (Interactive Voice Response-IVR systems) and third-party offshore solutions like BPO's (business process outsourcing), to create personalized experiences that drive both satisfaction and business results?
Ruben Harris · Oct 15, 2024
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