Ideas, builds and field notes
Writing
For leaders deciding where technology can take their business.
I publish analysis, explainers, working builds and field notes on products, growth, customer experience, architecture and delivery.
Writing tracks
What can be built now
New capabilities, working builds and what becomes possible once systems connect.
What changes the numbers
Where technology changes revenue, cost, customer experience and the economics of a business.
How delivery holds
The architecture, ownership, investment and operating choices that make ambitious technology work.
AI systems and assurance
How AI systems behave in production — and the evidence, controls and accountability leaders need.
All writing
-
AI is about to repeat cloud’s billing lesson
As organisations moved to the cloud, many discovered that the ability to easily set up and consume services also made spending harder to track. The reason? Teams could now get services running without a lengthy procurement process. More use meant more spend, so finance teams…
-
CBA’s AI benefits: what the A$200 million figure tells us
Time redirected to more work can create value without reducing payroll. CBA’s results show why gross AI benefits need a closer look before the next investment decision.
-
What would a 20% productivity gain actually change?
A 20% cut in search time could save just 4% per enquiry. Before backing the proposal, how would you work out what that means for customer waiting times and staffing costs?
-
Could AI cut the delays between your teams?
Your customer is waiting while sales checks prices, stock and delivery dates. An AI workflow could bring those answers together sooner, giving your team a better chance of winning the order.
-
What opportunities are missing from your tech playbook?
Your next AI opportunity may sit between teams, beyond the tasks in a vendor demo. A sales quoting example shows where to look and how to judge whether the return could justify the investment.
-
When should a human come into an AI-automated workflow?
A wrong price in a draft can be corrected before it reaches a customer. Once sent, it may become a costly mistake. Design human review around the consequences of letting AI act.
-
How to strengthen your AI use case proposal
Your AI proposal sets out the benefits. Can it also answer the board’s questions about what the system may do, who oversees it and what happens if it fails? Here’s the evidence to prepare.
-
AI is creating capacity. Is it creating revenue?
Saving time on proposals could let your sales team pursue more opportunities. Revenue depends on having the demand, incentives and a plan to put that extra capacity to use.
-
Connecting your organisation has become easier
A complaint is resolved, but the retention team never hears the customer may leave. Connecting systems could close the gap. Who will own the outcome and fund the work?