From journey maps to journey economics
Translate customer friction into a business language of conversion, service demand, loyalty, risk, and revenue.
Insights
Field notes on customer value and the systems behind it.
A focused editorial direction for practical, experience-based writing—not a stream of generic commentary. The first articles are currently in development.
What makes a digital product adoptable across markets
A launch is an event. Adoption is a system of value, relevance, ownership, capability, and feedback.
The growth P&L for digital customer leaders
Acquisition, conversion, retention, and service costs are connected—even when the organization reports them separately.
How to make customer evidence decision-ready
Move from research theatre to a clear narrative of stakes, choices, trade-offs, and accountable action.
Transformation starts before the interface changes
Decision rights, portfolio choices, architecture, incentives, and capability often determine the outcome first.
AI is an operating choice, not a feature list
Frame AI around a customer problem, the work that changes, the evidence required, and who remains accountable.
Conversation before publication
Working on one of these questions now?
A useful conversation often sharpens the thinking more than another generic article.
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