Thinking
Out Loud

Most businesses measure automation by hours saved. That's the wrong metric. The real question is how automation creates business value — through scalability, better information flows, and outcomes that show up in growth, revenue, and profit.

AI can significantly enhance customer service — but only if introduced the right way. Transparency and customer choice are non-negotiable. Here's how to get the balance right without eroding trust.

CSRD compliance means processing vast amounts of unstructured data across complex supply chains. AI can turn this burden into a strategic advantage — for gap analysis, scenario planning, and risk evaluation — if you know where to apply it.

When the backlog keeps growing and IT can't keep up, most organisations reach for citizen development. But there are other paths worth considering — and the right choice depends on your specific situation and how you measure ROI.

Research on automation potential in customer service and psychology — what AI can credibly handle, where it falls short, and what customers actually want. Includes links to the full research paper.

Four real AI projects in Swedish healthcare, analysed for what separated success from disappointment. The findings result in a practical checklist for assessing AI task suitability.