I’ve made some changes to the slides I posted a few months back. In this new
version I wanted to elevate Employee Experience (EX) and Customer Experience
(EX) to the same plane. By coincidence this is also reflective of the new
Microsoft Business ...
I’m fascinated by contradictions, contrasts and how whilst we live in a world of
increasing change, there remains some fundamental principles that are as true
today as they have every been. It is these foundational principles that I
believe make o...
One of the areas I am particularly fascinated in right now is how people and
organisations are adapting the way they think and talk about AI and the “Agentic
World”. It is a fast moving space (although some of original tech has been
around a long ...
To build on my previous article about Business Value, it is crucial to have a
clear, consistent, and agreed-upon financial basis for technology projects to
ensure positive customer outcomes. Here are some further tips and practical
steps on how to...
A few weeks ago I wrote about 𝗔𝗴𝗲𝗻𝘁𝘀 𝗮𝗻𝗱 𝘁𝗵𝗲 𝗳𝘂𝘁𝘂𝗿𝗲 𝗼𝗳
𝗔𝗽𝗽𝘀: On April 4th 2025 Microsoft Research shared an update to our WHAM
model (you can read more about that here: ) and if you want to actually play the
Generative AI g...
I like stories, I like listening to people tell stories and if you know me well
then you know this is also how I like to communicate ideas. One of my most
popular stories was the story of the pencil, I first told it about 10 years ago.
I was ins...
A colleague and I recently collaborated on ideas for a customer meeting we had
coming up. Special thanks to Steve Everett for the initial idea and the
subsequent narrative we developed. We aimed to address why, despite many
technological advanceme...
One of my favourite roles at Microsoft was the UK Technical Director for Global
Partner Solutions. I describe this role on my LinkedIn profile as “Delivering
Customer success through our Partners by focusing on business outcomes,
innovation and su...
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