Michel Paquin – Entreprise Transformation

Tag: Decision rights

  • The hidden cost of speed: rework, exceptions, and decision debt

    Speed feels good in the weekly readout. More tickets closed. More releases shipped. More “momentum.” Then the bill arrives. Support gets louder. Implementation stacks “temporary” exceptions. Platform becomes a queue. Product teams re-argue decisions they thought were settled. Everyone is moving, but the enterprise is not. That is decision debt: the hidden cost of speed… Read More

    Written by

    Michel Paquin
    The hidden cost of speed: rework, exceptions, and decision debt

  • 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

    Michel Paquin
    GenAI in Customer Service: Escalation Design Is the Real Product

  • You don’t have a KPI problem. You have a decision clarity problem.

    The fastest way to restore clarity is to separate steering metrics from performance metrics. Steering metrics are the few signals teams can influence quickly, and they exist to trigger action this week. Performance metrics validate outcomes over time, and they exist to confirm whether your strategy worked. Read More

    Written by

    Michel Paquin
    You don’t have a KPI problem. You have a decision clarity problem.

  • Your strategy didn’t fail. It never made it to the backlog.

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    If your strategy isn’t showing up as backlog items with owners, acceptance criteria, and funding, it didn’t fail; it never entered execution. For enterprise leaders who need strategy to convert into shippable work across both operations portfolios and digital product backlogs. Read More

    Written by

    Michel Paquin
    Your strategy didn’t fail. It never made it to the backlog.

  • The AI council problem: monthly meetings create daily workarounds

    If your GenAI roadmap depends on a monthly AI council, it’s not a plan—it’s a queue. Customer-facing GenAI fails when approval arrives after build, risk shows up as a stop sign, and every function optimizes its own KPI. Fix it by designing a decision system, not a roadmap. Read More

    Written by

    Michel Paquin
    The AI council problem: monthly meetings create daily workarounds

  • Your transformation is not stuck in tech. It is stuck in approvals

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    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

    Michel Paquin
    Your transformation is not stuck in tech. It is stuck in approvals