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 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 […]
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 the human insight; AI 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 board wanted answers. Then someone […]
How AI and Business Analysts Are Transforming Customer Care
A few years ago, I watched a customer type into our website’s chatbot: “Hi, I can’t log in to my account.” The bot replied cheerfully: “Hello! Please type 1 for billing, 2 for payments, or 3 for technical issues.” The customer sighed, typed “3,” and was met with another menu. Five clicks later, the bot […]