I read *How AI Will Change Your Life* by Patrick Dixon in one sitting, fresh off an IDLES gig in Bristol. Here's what stuck: – AI is already shaping how we think and choose – AI won’t take your job, but it will change what that job looks like – Cybercrime’s next wave will be smarter and scarier
This summary post introduces a practical, experience-led series on delivering sustainable CRM transformation. Covering team design, product thinking, measurement, leadership, and more. It’s a guide for doing the hard things well and building a platform that lasts.
CRM success isn’t just about delivery. This bonus post explores the often-overlooked areas, from security to vendor management, that hold everything together.
Sometimes Big Bang is unavoidable. We explain how we prepared, supported users, and adapted delivery to land CRM successfully in one coordinated go-live.
Every transformation sits on assumptions. This post makes those assumptions visible and explains what to do when they start to wobble.
Why the first 90 days post-launch are critical. We share our transition plan for moving from programme to product delivery without losing momentum.
How we structured our CRM delivery teams around outcomes and missions, with the right blend of skills, autonomy, and support.
A personal reflection on what it takes to lead big transformation work. Not just process and planning but empathy, heart, and resilience.
Go-live isn’t the end, it’s the beginning. Here’s how we kept energy, ownership, and delivery momentum after launch by forming product teams.
Leading a two-year transformation means facing uncertainty. This post shares the mindset and tactics that helped us keep people focused and steady.
You can’t improve what you don’t measure. We share the core metrics we used to track transformation health and spot where things were slipping.
Dependencies don't have to be blockers. We explore how to keep delivery flowing when multiple teams and systems need to work in sync.