May 2026
Why your CRM adoption problem is not a training problem
The real reasons CRM adoption fails — and why more training makes things worse. The fix starts before the system goes live.
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Signal
In a world of noise, a few things are worth paying attention to.
Observations on CRM, customer experience, data, AI, and digital transformation — written for the people who have to make these decisions, not for search engines. Reflective, not prescriptive. We invite you to conclude for yourself.
Coming soon
Platform-agnostic is not a sales pitch — it is a discipline
What it actually means to be independent, and the questions a genuinely unaligned advisor asks before recommending any CRM.
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What generative AI actually changes in CRM — and what it doesn't
A practitioner's honest assessment. The use cases that are genuinely useful now, and the ones that are mostly marketing.
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The difference between a customer journey map and a customer experience
Every consultancy draws journey maps. Very few organisations change how customers feel. The gap is a data problem as much as a design problem.
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Agentic AI in customer service: what to pilot, what to wait on, and what to avoid
The early evidence on where autonomous AI agents add genuine value in service operations — and where they create the kind of experience that ends relationships.
Soon
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