Latest Articles
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Stop Fitting AI Into People-Shaped Processes
The usual approach, i.e., find the steps AI can automate, isn’t wrong. It’s just not enough. Real transformation comes from redesigning the process around AI, with people moved up into governance. Here’s how most organisations approach AI today. They take a process, e.g., onboarding a customer, handling a claim, resolving…
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Should I say Thank You to AI
This is the question: When I finish a conversation with AI and got the answer I was seeking, should I say “thank you”? I’ve asked the same question to different AI. And to make the comparison more interesting, I’ve picked four popular US-based AI and three China-based AI for answers.…
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Nobody Asked It to Hack
An AI agent broke into a gym’s booking system in Australia. The lesson isn’t about the agent, it’s about the door it walked through. An Australian man was tired of losing his spot in a popular early-morning gym class. So he did what a growing number of people now do:…
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Red Inside: Why AI Passes Every Test and Still Fails You
Every service management professional knows the watermelon. The dashboard is green, e.g., every SLA met, every target hit, every number where it should be. But the customer is unhappy, the experience is poor, and nobody can quite reconcile the two. Green on the outside, red on the inside. We usually…
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RAG: How AI Learns to Look Things Up
Two years ago, I set up Enterprise Delivery Excellence (EDE). One of the visions I set for it was to consolidate and centralise our Enterprise Service Management and Consulting information across industries and accounts. Pull the scattered documents, policies and playbooks out of inboxes, shared drives and people’s heads, and…