• Shadow AI: An Operating Model Problem

    September 4, 2026

    7 min

    Employees are using AI tools to solve real work problems. They are summarizing meetings, drafting client communications, ...

  • Technology Transformation Success Depends on Business Adoption

    August 28, 2026

    6 min

    A technology implementation can be delivered on time, within budget, and functioning as designed but still fail ...

  • Automation Needs an Operating Model, Not Just a Deployment Plan

    August 25, 2026

    6 min

    Automation is often evaluated by what it can do when everything goes normally: process a transaction, route ...

  • AI Governance: When No One Knows Who Decides

    August 14, 2026

    7 min

    AI initiatives often begin with an understandable focus on technology: selecting a platform, preparing data, identifying use ...

  • Technology Transformation Does Not Create Value Until the Process Changes

    August 7, 2026

    7 min

    Technology transformation programs often begin with a platform decision: a new ERP system, a modern workflow ...

  • Customer Experience: Don’t Make Me Navigate Your Organization

    July 30, 2026

    7 min

    A customer has a simple expectation when something goes wrong: explain the issue once, receive a clear ...