Long-form keynote essays in their full form — the argument, the slides that anchor it, and the working that doesn't fit into a forty-five minute room — plus shorter pieces drawn from arguments made on LinkedIn.
The SITS 26 keynote in full. The opening conversation that was ninety seconds of certifications. The CFO who closed her laptop after forty slides. A 98% SLA next to a user spreadsheet called "things IT can't fix" — and what the next-generation service organisation actually looks like.
Read the essayWhy service desks were really built. The behavioural science behind dread. The Uber map, the control room, and three moves that take us from coping to designing.
ITSM sits at the heart of how every modern business runs. So why is it so rare to see one of us in the boardroom? Six habits that hold the profession back — and the bridge across.
A multinational retailer with plenty of suppliers and no outcomes. Six moves that rebuilt Professional Services around confidence, and the CIO line that started it all.
Most continual improvement programmes fail not because the ideas are bad, but because the improvements quietly become the new problem. The 2,800 touchpoint trap, and a model for getting it right.
The moment everyone can produce a competent version of something, that something is worth nothing. The floor is rising — and the floor is not where you compete.
Read · 4 min AI · Leadership · May 2026The people with the most power over AI are some of the most technically brilliant minds of their generation. As leaders and communicators, a striking number are appalling.
Read · 4 min Operating models · Apr 2026A new EV. A software update that should take three hours. A dealer process that takes three days. The mistake isn't the eight hours.
Read · 5 min Wearables · Apr 2026SDI Spark 26. Five hundred delegates. Twenty-eight countries. No notes, no script — just a pair of glasses doing the work nobody knew was happening.
Read · 5 min Service · AI · Nov 2025A faulty ring, an AI chat, and a replacement shipped before the conversation finished. What good support actually looks like in the AI era.
Read · 4 min Future of tech · Nov 2025Switching to the iPhone Air. Two pairs of smart glasses. An Apple Watch slowly losing its job. The phone is still there. It is just no longer where the action is.
Read · 5 min Service design · Aug 2025Three visits to Tottenham Hotspur Stadium. None for the football. What a multi-purpose venue gets right when the digital and physical are designed together.
Read · 4 min Service · Profession · Jul 2025They won't queue. They won't log a ticket and wait for a callback. The real risk isn't poor satisfaction scores. It's irrelevance.
Read · 4 minThe long form is the argument written out. The keynote is the argument made — with the audience, the timing, and the friction in the room.
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