The $250 million lesson every business leader needs to know:

Digital transformation isn't failing because of bad technology, it's failing because organisations are solving the wrong problems perfectly.

The million-dollar question every business leader faces:

Which growth initiatives deserve your limited resources?

The DVF Framework gives you 3 simple lenses to evaluate any opportunity: Desirability: Will customers actually want this? Feasibility: Can we actually deliver it? Viability: Does it make commercial sense?

The uncomfortable truth about employee retention:

Free breakfasts and pool tables won't fix your attrition problem.

We worked with an energy company losing staff daily. Call center employees had to navigate 10 different systems per customer call, plus hit 30 quality checkpoints.

The brutal truth about digital personalisation:

Most companies are creating "robotic nicety" instead of genuine customer experiences.

Real story: After my father passed away, we contacted his mobile provider to cancel service. Their automated system:

❌ Offered to upsell during the grief conversation

❌ Sent "hope you have a nice day" after we mentioned death

❌ Emailed "sorry to see you go!" confirmation

The disconnect was painful and insulting.

Digital personalisation fails when technology prioritizes efficiency over empathy.

Real personalisation means understanding customer context and emotional states—not just using their name in emails.

3 steps to move beyond robotic responses:

The customer feedback paradox that's costing you revenue:

Your customers told you exactly what they wanted. You built it. Sales declined.

Sound familiar?