A regular note from the operating floor of a £550M services business — what is actually changing in how services are designed, sold, delivered and led, written while it is still happening rather than after it is safe.
Most industry commentary is written from the outside — conference takeaways, analyst echoes, the same five opinions wearing different logos. The Dispatch is written from inside the work: what thousands of customer environments are actually telling us, what AI is genuinely changing on the floor (and what it is merely re-pricing), where the operating model bends, and what that means for how you lead.
One sharp argument at a time. The working notes behind the keynotes, the radar updates as positions shift, and the occasional thing I got wrong — said plainly. If it only inspires, it has failed. It should be useful on Monday.
New dispatches land on LinkedIn first, where sixteen thousand people read along and argue back. The best of them are expanded here as essays.
Software defines the service. Humans differentiate it. Shift right. The manifesto sets it out in full — the dispatches test it against reality, month by month.
Read the manifesto