Insights
Thinking from the work
Practical pieces on AI, customer experience and transformation, led from the customer journey. Short enough to read between meetings, specific enough to use in the next one.
Fix the journey, not the department
Most customer experience problems sit between the teams that own everything else. Five moves to fix them.
Read →Start with the journey, not the model
The best AI use cases aren’t found in a workshop. They’re found standing next to a customer or a colleague.
Read →Scale AI too early and you automate the wrong thing faster
Why trust and repeatability come before scale, and the signs you’re about to skip them.
Read →Use the least autonomous pattern that does the job
Five reusable patterns, and why autonomy is a cost you should have to earn.
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