News & insights
Notes from the work. What actually moves a commercial digital business, and what only sounds like it does.
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Your subscription churn is a CRM problem
Read the insight: Your subscription churn is a CRM problemRetention rarely breaks at the cancellation screen. It breaks weeks earlier, in data nobody trusts.
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Turning customer service into a commercial function
Read the insight: Turning customer service into a commercial functionSupport is treated as a cost line. It is the only team that speaks to customers every day.
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Multi market e-commerce, and the four things that break
Read the insight: Multi market e-commerce, and the four things that breakOperating across borders fails in the same four places, almost regardless of the markets.
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Apps as a sales channel, not a brand exercise
Read the insight: Apps as a sales channel, not a brand exerciseMost apps are commissioned as a presence. The ones that work are commissioned as a channel.
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Personalisation without a data foundation is theatre
Read the insight: Personalisation without a data foundation is theatreThe name in the subject line is not personalisation. It is a mail merge with ambition.
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The AI questions a board should be asking
Read the insight: The AI questions a board should be askingSix questions that separate an AI plan from an AI enthusiasm, none of them technical.
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Five AI tools that actually save commercial teams time
Read the insight: Five AI tools that actually save commercial teams timeA practical list, chosen against one test. Name the task, name the hours, name who stops.
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Speaking about AI to people who have heard enough about AI
Read the insight: Speaking about AI to people who have heard enough about AIThe audience is not sceptical. They are tired, and they have specific questions nobody is answering.