Insights, ideas and practical guidance

Page two of your pre-read was headed “Confidence starts long before implementation“. Nobody got to page two. It’s Thursday, the…

Picture her Tuesday. A complaint lands at 4.40pm from a customer who’s furious and has copied in their MP. Marion…

That silence, in an ordinary ops review, was the most honest AI adoption report your organisation produced all quarter. Then…

Klarna can point to millions of customer conversations handled by AI. Air Canada had to answer for a chatbot giving…

Four companies, one pattern It’s not the only one. Commonwealth Bank cut dozens of customer service jobs for voice bots.…

Let me tell you about Marcus, not his real name, but he’ll know who he is if he reads this.…

There is a moment in radical organisational change when the early optimism starts to fade. At first, people talk about…