Insights for two disciplines
AI-led transformation where technology and customer experience need one plan, written for the people who own each side of that plan.
Technology leaders
CTO, VP Engineering, Head of Data & Platform
Architecture, program risk, team models, and build-vs-buy, for leaders who own the technology side of AI transformation.
Latest: When your AI program should strengthen teams instead of adding a delivery vendor
Browse Technology leadersExperience leaders
CX, VoC, Insights, Product (experience)
Feedback-to-action, measurement, adoption, and cross-functional alignment, for leaders who own the customer and experience side.
Latest: VoC data and AI: governance before models
Browse Experience leadersAll decision memos
Technology leaders
When your AI program should strengthen teams instead of adding a delivery vendor
The first question is rarely how many engineers. It is whether you lack clarity, capacity, or ownership.
11 min read
Technology leaders
RAG in production: what the CTO office should own vs delegate
Retrieval-augmented generation is a data platform and operating model. Notebook success is the easy part.
7 min read
Technology leaders
Architecture review questions I use before a build vs buy call
Feature checklists hide the decision that matters: can you own this system in year two?
14 min read
Experience leaders
VoC data and AI: governance before models
Customer intelligence programs usually fail because nobody owned the corpus, consent, and escalation path, not because the wrong model was chosen.
11 min read
Experience leaders
When product, CX, and technology need one roadmap
Parallel plans look orderly on org charts. Customers experience them as inconsistency and broken promises.
11 min read
Experience leaders
Pilot design: what business teams must own in the first 90 days
A pilot measures whether operations changed, not whether the model scored well. Most programs that start without business ownership end quietly by week twelve.
14 min read