Latest Articles

chatbot automation - robot providing responses in a chat
Business Analysis

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

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Backlog prioritisation - an image of a product owner in front of a white board wit post-it notes
Digital Transformation

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,

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Should Product Owner come from business or tech? Hiring decision.
Product Management

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

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Robotic Process Automation - Optimise Business Processes with AI
Digital Transformation

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

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Businessman facing questions in business
Digital Transformation

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

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