The truth about IT satisfaction: ratings and reality
IT satisfaction surveys say people are happy. The coffee machine says otherwise. What closed questions miss about how colleagues really feel about IT.
Category thought leadership
The operating model we’re promising and the one we’re still running
Boards are planning the operating model of the future while CIOs and COOs are still firefighting the one they run today.
The Agentic Enterprise and the Work We Never Understood
Before moving work into AI agents, ask whether you know what your people actually do. Lessons from outsourcing on the hidden knowledge that runs a business.
Human-Centred Is Everywhere. So Why Does Transformation Still Feel… Meh?
Dashboards say three or four out of five. The water cooler says meh. Why designing for humans isn't the same as transforming the human system
When Technology Forgets the Human: Architects Urged to Rethink the Future of Transformation
From a keynote to 200 enterprise architects: what technology is really for, why IT feels meh, and why transformation only sticks when people do
Human-Aware Isn’t Human-First
Enterprise architecture is increasingly human-aware. But until it starts from the lived experience of Monday morning, it isn't yet human-first.
The Problem AI Transformation Leaders Can’t Keep Ignoring
Around $1.5 trillion is going into AI, and perhaps 2% of it into people. Why AI transformation leaders need to give the humans time to catch up.
What It Takes to Make IT Feel as Good as It Functions
Lessons from co-authoring the ITIL Version 5 Experience module, and why a service can meet every target and still leave the people using it frustrated
Stop the Lift-and-Shift: Why We’re Repeating the Same Mistake with AI
Every new technology tempts us to lift and shift the old way of working. Now it's happening with AI, and governance can't be copied from digital either.
Stop Treating the Business Change Manager as a Support Act
The Programme Manager holds the plan. The Business Change Manager holds the lived experience. Why sponsors need to listen to both, as equals.