Tag: Commerce Transformation
-
Your commerce transformation timeline slips because it is treated like a plan. It is a risk register with dates.
This article gives CEO and COO steering committees a practical accompaniment framework to keep the timeline credible: a one-page timeline risk register, a 60-minute steering agenda that surfaces trends early, and evidence checkpoints that make milestones earn trust. Less theater. More control. In commerce, the real threats are predictable: data readiness that arrives late, vendor… Read More
Written by
-
GenAI in Customer Service: Escalation Design Is the Real Product
In GenAI-powered customer service, the model is not the product. The escalation design is. Customers do not judge your AI on fluency. They judge it on what happens when it fails. If a refund request loops three times, if a promo exception cannot reach a human, if context is lost during handoff, trust collapses. Escalation… Read More
Written by
-
Your transformation is not stuck in tech. It is stuck in approvals
Most commerce transformations stall right after the roadmap gets approved. The deck gets applause. Funding gets released. Vendors get onboarded. Then momentum dies. Read More
Written by
