The future of Customer Success in an AI-native world
AI is not replacing CSMs. It is rewriting what 'high-leverage CS work' looks like. Here is the operating model leaders should be building toward.
May 12, 2026· 9 min
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Practical writing on AI, CS, and operations.
In-depth, no-fluff articles drawn from real engagements — covering AI consulting, Customer Success transformation, revenue operations, automation, and digital transformation.
AI consulting trends for the next 24 months
The hype cycle is consolidating. Here is what serious AI consulting will look like through 2027 — and what to watch out for.
Apr 28, 2026· 9 min
Read article A practical framework for evaluating business automation opportunities
Not every painful workflow is the right first one to automate. Here is the four-dimensional triage we use in client engagements.
Apr 15, 2026· 7 min
Read article Revenue Operations as a strategic discipline, not a back-office function
If your RevOps team is mostly building reports, you are leaving the highest-leverage work on the table.
Apr 2, 2026· 8 min
Read article Customer retention math: where to invest your next dollar
Retention is not one problem. It is four. The right investment depends on where the leak actually is.
Mar 22, 2026· 7 min
Read article Customer experience design beyond the funnel
The funnel ends at purchase. The experience does not. Here is how to design for the journey that actually drives retention and advocacy.
Mar 10, 2026· 7 min
Read article SaaS growth in a post-zero-interest-rate world
Growth-at-all-costs is over. The teams compounding now are the ones who internalised the new unit economics two years ago.
Feb 26, 2026· 8 min
Read article Digital transformation: why most programs stall, and how to keep yours moving
Transformations rarely fail because the strategy was wrong. They fail because the operating system around the strategy gave up first.
Feb 15, 2026· 8 min
Read article AI adoption frameworks: from pilot to operating model
Pilots are easy. Operating models are hard. The gap between them is where most AI programs quietly die.
Feb 4, 2026· 9 min
Read article Designing CS health scores that actually predict churn
If your health score is a single number that everyone interprets differently, you have a colour-coded spreadsheet — not a predictive model.
Jan 24, 2026· 8 min
Read article Forecasting accuracy: the operating habits that move the needle
You cannot model your way to forecast accuracy if the underlying inputs are noisy. Start with the operating habits.
Jan 12, 2026· 7 min
Read article Building an AI governance model your CISO will sign off on
Governance done well is enablement. Governance done badly is theatre. Here is how to design the first kind.
Jan 3, 2026· 8 min
Read article Expansion playbooks for product-led and sales-led motions
Expansion is a motion, not a hope. Here is how to design plays that compound in both PLG and sales-led environments.
Dec 18, 2025· 8 min
Read article The economics of internal automation: where ROI hides
Automation ROI does not live where most teams look. Here is where it actually hides.
Dec 8, 2025· 7 min
Read article Human-in-the-loop design patterns for enterprise AI
Human-in-the-loop is not a fallback. It is a design discipline. Here are the patterns that hold up in production.
Nov 26, 2025· 8 min
Read article From dashboards to decisions: what 'data-driven' really requires
Dashboards do not make decisions. People do. Here is how to design the system around the decision, not the data.
Nov 14, 2025· 7 min
Read article The CS-RevOps alignment problem (and a way to fix it)
CS owns the customer. RevOps owns the system. The fact that those are different sentences is the entire problem.
Nov 2, 2025· 7 min
Read article Change management for AI: the underrated success factor
Models do not transform organisations. People using models well, inside a system that supports them, transform organisations.
Oct 22, 2025· 8 min
Read article How to scope an AI engagement that doesn't disappoint
Most disappointing AI engagements were destined to disappoint at the scoping stage. Here is how to avoid that.
Oct 10, 2025· 8 min
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