The Resolution Economy™ required a system of action that turns fragmentation into permanent resolution.
High-volume, repetitive interactions are handled autonomously to liberate human experts for the Human Premium, where empathy and complex problem-solving are non-negotiable. This shift allows your organization to scale operations exponentially without a linear increase in headcount.
Automation Baseline
Eliminate the financial risk of technology by moving beyond outdated seat licenses to a model where you only pay for guaranteed outcomes. This mandate ensures that you only incur costs when an AI agent successfully resolves a customer issue.
Upfront Risk
Quantify systemic risk by measuring the number of silo handoffs and unique systems required for a customer to succeed. Driving this score toward 1.0 removes the Fragmentation Tax and recovers the Lost Resolution Dividend currently wasted on internal chaos.
Calculate yoursTarget 1.0 BC
The Resolution Economy™ required a system of action that turns fragmentation into permanent resolution.
We eliminate fragmentation by engineering a single, authoritative view of the customer. Instead of loosely connecting databases, we construct a Universal Customer Timeline: a chronological record of every event, digital or physical, that affects customer progress. This architectural shift replaces siloed relational systems with event, stream processing, allowing us to measure and reduce Data Decay Rate, the silent loss of resolution-critical information as work moves across departments.Information is the fuel. Unification is the refinery.
Raw data has no economic value until it is understood. In this phase, we transform signals into Resolution Vectors, a precise synthesis of customer identity, current friction, and intended outcome. Through real-time enrichment layers, every interaction is instantly contextualized with sentiment, risk, and value before it reaches an agent or AI. The result is a measurable reduction in Mean Time to Intent (MTTI), the seconds it takes for the system to know exactly what the customer is trying to achieve.Context is the difference between a conversation and a conclusion.
Activation is where systems stop informing and start executing. We convert systems of record into systems of action by enabling bi-directional orchestration and true resolution autonomy. Interfaces, human or AI, are no longer read-only; they are empowered to execute refunds, cancellations, and reroutes instantly, without escalation. Success is measured by Resolution-on-First-Contact (ROFC): not speed, but permanent state change.Authority is the prerequisite for finality.
Resolution is not complete until the system learns. Every resolved case is treated as a successful compilation; every failure as a bug to be eliminated. Through recursive feedback loops and automated root-cause analysis, repeated resolutions are identified and promoted into self-service “golden paths.” This creates compounding value through the Resolution Dividend, the capital recovered when a problem is solved once, forever.If a human solves the same problem twice, the system has failed.
For over two decades, Sergio Coretti has served as a strategic advisor to Fortune 500 leadership, specializing in the intersection of CX technology and operational economics. He is the creator of The Resolution Economy™, a proprietary strategic framework designed to help enterprise leaders escape the high-cost "Experience Trap" and achieve guaranteed business outcomes.
Recognizing that 95% of enterprise GenAI pilots fail due to fragmented data and flawed economic design, Sergio Coretti developed The Resolution Economy™ Methodology. This approach moves organizations beyond the outdated metrics of "sentiment" and "staging," focusing instead on the only metric that drives sustainable growth: complete, friction-free problem resolution.
Through his advisory firm, he utilizes The Resolution Economy™ principles to guide C-suite executives through the complex transition from legacy systems of record to intelligent systems of action.
Managing Partner & Principal Strategist
