Our Latest Articles
Process Automation: The Hidden Cost of Saying the Same Thing Twice
How Eliminating Ineffective Communication Could Save a bank €1.35 million annually
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
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
Should Product Owners Come From Business or Tech?
Let me start with a question: If you had to hire a Product Owner tomorrow, would you look for someone from the business… or someone from tech? Most people have an immediate gut reaction.And almost everyone believes their answer is the “right” one. After 30+ years working across ten industries,
When the Business Analyst Meets AI: Smarter Process Optimisation
As organisations grow, their once-simple processes often turn into tangled webs of manual tasks, handoffs, and inefficiencies. What used to be smooth and predictable flow becomes slow, costly, and frustrating — for both teams and customers. That’s where AI and the Business Analyst make a powerful team. The analyst brings
Business Analysis in the Age of AI: Why Guessing is Expensive
A large health insurance firm once decided to “fix” its slow claims processing system. So, they invested in a new automation platform. It cost six figures, promised AI-driven efficiency, and took 12 months to implement. After launch? Claims were still slow. The team was frustrated, IT was defensive, and the