Innovation


Can’t touch this

Touchpoints with customers are not a good thing. Stop counting them. Stop wanting them.

The procurement saints

Procurement buddies, those workday saints, have always been what separates a good day from a terrible one.

The art of not dying

Maintaining your tech estate is not an exercise in bravery, but rather an exercise in risk management.

Cartoon: Hold, please…

AI tech is reducing the likelihood that any of us will soon talk to a live customer support agent.

Crabs and KPIs

The majority of organisations fail because they allow folks to see what other teams do as ‘not my problem’. 

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