Tag: All me

Most organisations collect data for perfectly reasonable reasons. To improve the service. To understand customers. To personalise experiences. To measure… read more Would You Still Collect the Data If You Could Not Use It?

Every organisation wants customers to engage. That seems entirely reasonable. We want people to: Use the service. Find what they… read more When Does Customer Engagement Become Customer Engineering?

You open an application. You search for something. You read something. You buy something. You talk to someone. Then you… read more Who Has the Power in a Digital Relationship?

Who are you online? It sounds like a simple question. But the answer depends on where the question is being… read more Who Decides Who You Are Online?

Technology does more than enable transactions. Over time, it shapes expectations. What we consider normal. What we believe we must… read more Designing Technology That Leaves People in Control

Much of the digital economy has been built around a powerful assumption: Understanding people’s behaviour creates economic value. Observe more…. read more Creating Value Without Exploiting Behaviour

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

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

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

Most digital platforms think about ecosystems in terms of access. They provide APIs, developer accounts, application marketplaces and integration frameworks…. read more The Vision Building a Third-Party Ecosystem on ICCA