What I’m learning about leading transformation at scale—across technology, service delivery, and people.
The Questions We Ask About AI Reveal What Matters to Us
Canada is asking serious questions about AI — but not yet enough about systems designed for intimacy, dependence, and emotional trust.
We Don’t Need Another Service Desk—So Why Do We Keep Building Them?
The problem isn’t demand. It’s how we absorb it—through fragmented support, hidden costs, and inconsistent experiences. The solution is one clear model.
These are my personal views, shaped by my experience. They do not represent the positions of my employer or any organization I’m affiliated with.