Perspectives
Opinions formed in practice, not in PowerPoint. No hedging, no vendor worship — just what we've seen work and what we've watched fail.
AI Consulting
Why most AI pilots fail — and how to fix them
Everyone has an AI pilot. Few have AI in production. The pattern is consistent — and so is the fix.
AI Consulting
Off-the-shelf AI vs custom build: how to choose without bankrupting yourself
The vendor demo was slick. Six months later you're on their third escalation engineer. Here's how to navigate the gap.
AI Consulting · Customer Experience
When AI meets customer experience: three rules that keep you out of court
AI in customer experience is not a technology problem. It is a risk management problem.
Customer Experience
The contact centre transformation that actually stuck
Nine out of ten contact centre transformations fail. Not technically — organisationally. Here's what the ones that lasted had in common.
Customer Experience
CX platform shootout: Salesforce vs ServiceNow vs Zendesk vs Freshdesk
Choose the wrong platform and you'll spend two years on something that makes your agents slower. Here's how to decide without the noise.
Project Management
Why your £5 million programme will deliver nothing
The business case was elegant. The steering committee had PowerPointed for months. Then implementation started, and everything slowed down.
Project Management
In-house team vs consultant vs Big 4: a decision framework
You need expertise you don't have. Should you hire, contract, or call the Big 4? The answer depends on what you're willing to pay for bureaucracy.
Customer Experience
Why your CCaaS migration will fail
Modern platforms are genuinely capable. They fail because organisations treat this as an IT project when it is fundamentally a business transformation.
Customer Experience
The real cost of 24/7 customer service
Every brand wants to be always on. Before you promise customers that someone will always answer, ensure someone competent actually will.
Customer Experience
How to measure customer satisfaction without annoying your customers
Response rates to post-call surveys have collapsed. Your customers do not exist to provide feedback. There is a better way.
Customer Experience
The agent attrition problem nobody talks about
Forty percent of contact centre agents leave within twelve months. The industry treats this as inevitable. It isn't.
AI Consulting · Customer Experience
AI agents are not the future of customer service
The hype machine has it wrong. Companies that chase full automation disappoint customers and burn budget. Here's what actually works.
Customer Experience
Why your chatbot handles 40% of enquiries but solves 0%
Your chatbot dashboard looks impressive. But containment is a meaningless metric because it is trivial to manipulate.
Project Management
The implementation roadmap that actually works
65–70% of CX technology implementations fail to deliver their promised benefits. This roadmap is built on 12 years of programmes that stick.
Customer Experience
First call resolution is killing your customer experience
Most contact centres celebrate FCR like the holy grail. Obsessively chasing it creates perverse incentives that damage customer relationships.
Customer Experience
Omnichannel means nothing if your agents cannot access history
Most 'omnichannel' operations are multi-channel operations pretending sophistication. Here's what the gap actually costs you.
AI Consulting · Customer Experience
The skill gap nobody is training for
The skills required to work effectively alongside AI are completely different from what we've been training for decades. Almost nobody is teaching them.