What If My Customer’s Behaviour Wasn’t Part of My Business Model
For much of the digital economy, the customer relationship has expanded far beyond the original transaction. Someone buys something. But… read more What If My Customer’s Behaviour Wasn’t Part of My Business Model
Governing Without Surveillance
Modern organisations have built much of their governance around visibility. We monitor activity. We maintain records. We analyse behaviour. We… read more Governing Without Surveillance
Does Accountability Require Everyone to See Everything?
Organisations need accountability. Someone needs to make decisions. Someone needs the authority to act. Someone needs to own the outcome… read more Does Accountability Require Everyone to See Everything?
Does Organisational Control Really Require More Oversight?
Most organisations respond to complexity in familiar ways. More reporting. More approvals. More controls. More governance. More management visibility. When… read more Does Organisational Control Really Require More Oversight?
Why Does Everything Online Seem to Want Something From Me?
Open almost any digital service and something is competing for your attention. Click this. Watch this. Buy this. Read this… read more Why Does Everything Online Seem to Want Something From Me?
Do We Really Need to See Everything to Manage Risk?
Risk management has traditionally depended on information. Collect more. Monitor more. Retain more. Analyse more. Identify patterns. Spot anomalies. Create… read more Do We Really Need to See Everything to Manage Risk?
What If Watching Me Had No Commercial Value?
Most organisations don’t set out to create surveillance systems. They set out to understand customers. What do people want? What… read more What If Watching Me Had No Commercial Value?
Why Is Technology Constantly Trying to Influence My Choices?
Think about an ordinary day online. You open an app and something has already been selected for you. You visit… read more Why Is Technology Constantly Trying to Influence My Choices?
Designing for Human Autonomy
Most digital systems are designed around the needs of the organisation. They collect information, observe behaviour, measure engagement, create profiles… read more Designing for Human Autonomy
Building Trust Without Visibility
Most digital services are built on an assumption that the provider needs to see the customer, their activity, or information… read more Building Trust Without Visibility