Centriu Editorial

Strategy, operations and technology written by people who run SaaS.

Seven pillars connected to 30 Centriu OS modules. Original frameworks, in-depth analyses and real case studies — no fluff, no clichés.

8 articles published

Featured

Customer Experience & Ops

AI self-service vs. AI-assisted human support: how to scale

AI self-service reduces effort for predictable requests, but fails when context, reliable data, or a fast path to a person is missing. AI-assisted human support improves consistency and resolution capacity in complex cases, but requires operational design and structured knowledge. This comparison shows how to assess both models by request type, risk, cost, and perceived experience. The practical conclusion: the best model depends on the work that needs to be resolved, not on the technology available.

9 min

Latest posts

The most recent posts from Centriu Editorial.

Futuro & Ruptura

AI agent identity: control without limiting scale

AI agent identity has become a core layer of security and operational governance. The challenge is not only authenticating an agent, but defining on whose behalf it acts, which data it can access, which tools it can invoke, and when human approval is mandatory. This article presents a practical architecture for controlling production agents with least privilege, traceable decisions, and policies enforced at runtime.

8 min

Estratégia & Visão

Scenario planning for strategic decisions

Scenario planning is not a collection of alternative forecasts. It is a system for testing material decisions against plausible futures, defining signals of change, and preserving options before they become expensive. This article presents the Moving Horizon Method, a six-step framework for connecting strategy, budgeting, operations, and governance in unstable environments.

7 min

Governança SaaS

SaaS and AI Governance: How to Reduce Sprawl and Risk

SaaS governance entered a new phase in 2026. The focus has moved beyond inventory to include AI usage, agent sprawl, data protection in unmanaged apps, and contract control. Recent Gartner and Microsoft research shows that overspend, lack of visibility, and data exposure remain core risks, now amplified by the rapid adoption of AI and automation. This article explains how to build practical governance with criteria, control layers, and metrics that support decision-making.