Insights shares practical perspectives on the hidden barriers, emerging risks and opportunities shaping workplace and customer experience, with a focus on accessibility, usability, inclusion, technology, AI and better ways of working.
Benefits realisation should test whether projects changed outcomes, not merely reached completion. Define measures, owners and review points before delivery begins.
September’s AI and accessibility news suggests a clear shift: AI is moving beyond the chatbot and into the infrastructure of work. That creates opportunities, but also new questions about governance, process design, accessibility, privacy and who gets left out.
Risk registers should support better decisions, not become static inventories. The value lies in connecting uncertainty with objectives, evidence, ownership and action.
