A Cautionary Tale of Customer Service Automation
All I wanted to do this morning was to update my IBAN for my AA membership debit order. Sounds easy enough, right? Wrong. What should’ve taken five minutes turned into a two-hour exercise in frustration, circular clicks, and chatbot déjà vu. And it left me wondering: How did we get here? When did something so […]
The Art (and Chaos) of Backlog Prioritisation
If you’ve ever stared at a mountain of backlog items thinking, “Which of these should we actually do first?”, welcome to the club. Backlog prioritisation is both an art and a science. It’s judgment wrapped in frameworks, guided by data, coloured by politics, and shaped by customer need. And when done well, it becomes one […]