Thinking by Matt Lindop
Everyone's claiming they drove the upside. Who's right?
Three teams each claim credit for a good quarter, and their claims add up to more than the gain. So who actually drove it?
They don't like a cold night in Stoke
We mapped a full Premier League season to separate the football 'truths' that decide results from the ones pundits just repeat.
Go early or get left behind: four lessons for the agent economy
I've been digging into ChatGPT's new 'Agent mode' and have been thinking about what it may mean for brands, and for eCommerce specifically. While nascent it’s pretty clear that ‘Agent mode’ is here to stay, and from here user expectations for how it should feel are going to grow.
The Listening Gap: how brands forgot their customers, and why AI is about to call their bluff
Users are starting to bring AI agents into commerce that actually listen to them. Those agents have access to context, history, intent — everything brands would kill for but never bothered to earn. I see two paths ahead: Build for efficiency (make yourself machine-readable for AI agents) Build for experience (offer something worth choosing over delegation) The deadly middle ground? Pretending you're experiential while delivering commodity UX. The reckoning isn't coming. It's already here.
Top 3 reasons why operating model changes fail
Having a clearly defined target operating model (TOM) can be a critical component within an organisation's transformation journey. But defining a TOM, and changing it, is often fraught with complexity and friction.
Top 5 mistakes to avoid when in-housing digital
Bringing digital skills in-house is often the goal of any business that relies on digital for a significant amount of revenue. But some ways of going about it are more successful than others...
Build or Buy? Criteria to help leaders make technology choices
As organisations have improved their internal engineering capabilities, the choice of how to best approach technology choices has become less clear cut.
Mind the skills gap
How organisations can effectively assess capability to build better teams