September 11, 2026
Design the journey after the enquiry.
Capture enough to act A team needs relevant contact information, the source of the enquiry, the customer’s need and a […]
Read article ↗Digital transformation / Articles
Thinking from
practice.
Perspectives on people, evidence and practical change.
September 11, 2026
Measure the journey, not just the attention.
Separate the questions Reach asks how widely a message travelled. Engagement asks how people responded. Enquiries and bookings ask a […]
Read article ↗September 11, 2026
Before you automate, make adoption possible.
Start with a real point of friction A delayed response, an unassigned enquiry or an uncertain handover is a better […]
Read article ↗