Rebooting my blog, with a little more focus...
When two people at the same address share the same title, initial and surname, shortening their names can create an unexpected privacy problem.
We spend a lot of time talking about technical debt, but inherited processes can be just as damaging. Digital transformation delivers its greatest value when it starts with the outcome rather than the process.
Three small customer experience moments reveal how efficiency, internal structure, and careless engagement can quietly undermine trust.