I write to examine questions, not to claim to have all the answers: how organisations create value, why transformation succeeds or fails, and what experience can teach us.
Perspectives
Growth can look busy without becoming durable. This essay examines why visible activity is not the same as sustainable demand—and the infrastructure needed to turn momentum into growth that holds.
Perspectives
La croissance peut sembler dynamique sans devenir durable. Cet essai explore l’infrastructure nécessaire pour transformer l’activité visible en une demande qui tient dans le temps.
Perspectives
Pourquoi la mesure de la performance de l’onboarding doit relier finalisation du parcours, compréhension, premier bénéfice concret et engagement dans la durée. CX for AI · Saison 1 · S01A12f Un client peut aller jusqu’au bout de son onboarding, réussir les contrôles d’identité et ouvrir un compte sans jamais
Perspectives
Why onboarding performance should connect completion, understanding, early value and continued participation. CX for AI · Season 1 · S01A12 A customer can complete onboarding, pass identity verification and open an account without ever reaching the first useful outcome. The funnel records success. The relationship may never really begin. This is the
Perspectives
Les politiques peuvent exprimer la responsabilité ; seule une capacité opérationnelle peut la faire vivre. Cet essai examine comment rester en mesure de rendre des comptes après le déploiement d’un système d’IA.
Perspectives
Why a technically successful product can still create a poorly performing service. CX for AI · Season 1 · S01A05 AI products are often judged at the point where the technology performs: the model produces an answer, the assistant completes an interaction or the digital feature goes live. Customers experience something larger.
Perspectives
AI can expand participation, but it can also scale exclusion. This essay explores why inclusive design is both a right and a performance discipline—and how organisations can make unequal outcomes visible.
Perspectives
Policies can express responsibility; only operating capability can sustain it. This essay examines the boundaries, oversight, evidence and ownership that keep organisations answerable after AI systems go live.