In a landscape that is changing faster than ever, one question matters more than most. How do we know what the customer of the future will want? We now have multiple generations in the same customer base, each with very different expectations and ways of engaging. Technology is evolving rapidly, and it has changed how we think and how we make decisions. And expectations are only going up. Which means we are no longer solving only for today. We are designing for what does not

Sharing my views after spending three days at an international technology conference. These days, no tech conference happens without AI and the energy around it is extraordinary. Sessions are packed, booths everywhere, and new tools, platforms, and demonstrations at every corner. Which is exciting to see. It shows how quickly the ecosystem is moving. But somewhere between the demos, architectures, and explanations, I noticed something interesting. The conversations often beco

Lately I've been thinking why some Global Capability Centers perform well while others struggle despite strong talent and investment. The difference is rarely capability. It shows up much earlier, in how problems are understood and decisions are framed. The stronger GCCs don’t avoid common problems. They solve many standard, repeatable problems extremely well. What they are deliberate about is something else: being clear on which problems should be executed efficiently, and w