Perspectives & analysis
On AI, product strategy, enterprise transformation,
and the future of experience design.
The organisations winning with AI are not the ones moving fastest. They're the ones who were already strong, and used AI to close the gap between knowing and doing.
Read article →Every major company measures customer experience. Very few manage it. The difference between those two positions is not a data problem. It is a strategy and operating model problem.
Read article →Design thinking has been workshopped to death. Used seriously, at enterprise scale, with real intent, it remains one of the most powerful tools for solving hard problems in large organisations.
Read article →Most innovation programmes have a discovery problem, an execution problem, or a scaling problem. The fix is not more ideas. It is a better process for moving from insight to outcome.
Read article →In the rush towards AI, the industry risks forgetting something it spent a decade learning: organisations that truly understand their customers hold a durable competitive advantage. That lesson has not expired.
Read article →Large organisations are not just complicated. They are complex. After fifteen years navigating scale, politics, and ambiguity, here are the four modes I shift between to stay effective.
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