No conversation or conference happens today without AI - assistants, agents, autonomous systems. Most of it focuses on capability. What can AI do? How far can it go? Technology has always evolved, what really changes is how we as leaders, understand it and decide where and how to use it. Trying to put this in a simple way. At one end, you have automation - systems that act on predefined rules. Then come AI assistants - they respond, but within a defined context. Then agen

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

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