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Articles by Tom Watts
The foundations for future CX success
As AI, automation and predictive intelligence reshape how people discover, evaluate and engage with products and services, organisations are racing to create value before customers ask for it. Yet too many organisations are in pursuit of anticipatory AI before they have the right foundations for success. At AI’s peak ‘magpie moment’, leaders focus on the sparkle, not the signal – the shiny front-end rather than the overall experience.
The building blocks of anticipatory customer experiences
Many organisations launch AI pilots or digital transformation programmes to improve customer experience, only to encounter structural barriers that limit scale, from fragmented data and ageing technology to disconnected operating models. In turn, progress often manifests in incremental gains, such as faster decisions, smoother operations and lower failure demand, rather than meaningful improvements in customer outcomes. The pressure to get customer experience right is only increasing.
The hidden barrier to AI success
AI investment is booming, but your Enterprise Horizons 2026 research suggests many organisations aren’t seeing the returns they expected. What’s going wrong? The conversation around AI has become dominated by what’s possible, rather than what’s practical. Most organisations understand the opportunity. They’re investing in new models, applications and use cases because they recognise AI’s potential to transform their business.
Five leadership priorities to ensure lasting AI impact
As AI becomes embedded in core business processes, the challenge for leaders is no longer adoption, but impact. While many organisations have moved quickly to deploy AI, far fewer are translating that momentum into meaningful, organisation-wide performance gains. The risk is not standing still, but moving fast in the wrong direction. Efficiency gains alone are unlikely to deliver lasting value.
The decisions that shape an intelligent enterprise
As AI adoption accelerates, a leadership gap is opening. Leaders have invested in AI tools and platforms but haven’t aligned ownership, accountability and governance in ways that protect institutional expertise and create a competitive edge. “This disconnect is how you end up with one foot on the accelerator and one on the brake,” says Derreck van Gelderen, global head of AI strategy at PA Consulting.
As AI rewrites business, it’s time to rewrite your strategy
So profound is the transformation being brought about by AI, that the ultimate impact of the changes we’re living through will only become clear once the dust has settled. For now, with AI shifting from concept to commodity, organisations across all sectors and industries are scrambling to adapt. “Boards feel pressured to move fast on AI,” says Alwin Magimay, global AI leader at PA Consulting, a global innovation consultancy.
Why fan relationships are the new competitive advantage
Customer loyalty has become increasingly fragile. A single disappointment can now be enough to trigger churn. Yet consumers expect fast, seamless and personalised experiences across an ever-growing number of touchpoints, while AI is reshaping how they discover and interact with brands. In many cases it has already removed the need for direct engagement altogether. For media, entertainment, gaming and sports (MEGS) brands, that raises the stakes.
The new mandate for CISOs: become an architect of secure AI
News last month that one of OpenAI’s advanced AI models had escaped a controlled testing environment and hacked a start-up has sent shockwaves through the technology industry and alarmed policymakers. But it also underlined something cybersecurity experts have warned about for some time.
Sourcing smarter, not harder: meet the AI agent built to transform sourcing
Rising costs and growing competition mean businesses are often operating with lean teams and limited specialist expertise in areas such as procurement and supply chain. As a result, time-poor founders often rely on familiar suppliers, even when better products, pricing or commercial terms may be available elsewhere. AI is beginning to change that. Accio Work, Alibaba.com’s 24/7 agentic business team helps businesses automate complex workflows rather than simply answer prompts.
The AI leadership manifesto
This is article six in a six-part series exploring new research findings from HCLTech and Raconteur. You can read the rest of the article series in ‘The Blueprint for AI Leadership’ here or download the full report here. AI has moved beyond experimentation. Across industries, organisations are moving from pilots and proofs of concept to confronting a more fundamental challenge: scaling AI into a core business capability. At this stage, the dividing line is no longer adoption – it’s execution.
Legacy enterprise architecture will stall your AI gains
This is article five in a six-part series exploring new research findings from HCLTech and Raconteur. You can read the rest of the article series in ‘The Blueprint for AI Leadership’ here or download the full report here. While data foundations are a critical enabler of AI, they are only part of the equation. Many organisations find that scaling AI also depends on the capacity of their architecture to support it.
Scaling AI with the human edge
This is article three in a six-part series exploring new research findings from HCLTech and Raconteur. You can read the rest of the article series in ‘The Blueprint for AI Leadership’ here or download the full report here. Findings from Raconteur and HCLTech’s new research suggests that confidence in workforce preparedness for AI-driven roles is high among the majority of organisations, with 79% very or somewhat prepared to train and upskill employees for operational changes driven by Agentic AI.
AI transformation: fixing the data reality
This is article four in a six-part series exploring new research findings from HCLTech and Raconteur. You can read the rest of the article series in ‘The Blueprint for AI Leadership’ here or download the full report here. As organisations move from building AI readiness to scaling it in practice, attention is shifting to a more fundamental constraint: the state of their data.
AI adoption: how to lead from the front
This is article two in a six-part series exploring new research findings from HCLTech and Raconteur. You can read the rest of the article series in ‘The Blueprint for AI Leadership’ here or download the full report here. While most organisations are experimenting with AI, one of the clearest points of divergence identified in Raconteur and HCLTech’s new research lies in how organisations define and pursue value from AI.
From pressure to performance: how AI is transforming service outcomes across industries
The first wave of AI adoption was defined by experimentation. Businesses rushed to deploy chatbots, test generative AI tools and launch automation projects, often without a clear view of the problem they were trying to solve. Service leaders were told they needed “an AI strategy”, often before the business case or outcomes were clear. The second wave looks very different. Rather than asking where AI can be deployed, organisations are increasingly asking where it can create measurable business value.
DEMO PA article - Raconteur
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Why employee service is the next frontier of operational efficiency
Organisations have spent the past decade transforming customer experience through AI, automation and digital-first service models. Yet internally, many employees still navigate fragmented support systems and manual processes that quietly drain productivity. As organisations look to AI for the next wave of operational gains, many are discovering the biggest barrier isn’t the technology itself but the friction embedded within their own operations.
The hidden cost of running a cross-border business
For many businesses, international expansion promises new customers and faster growth. But in 2026, operating across borders has become significantly more expensive – and not just because of tariffs, inflation, geopolitical challenges or volatile energy prices. These pressures are squeezing margins and forcing finance leaders to protect profitability. Yet one of the biggest costs receives little scrutiny.
Why service has become the next enterprise transformation frontier
For years, customer service leaders have talked about moving service from a cost centre to a source of value. But while the ambition was there, the technology, operating model and executive mandate often were not. That’s now beginning to change as AI forces a rethink of what service can do for the enterprise. “For many organisations, especially in B2C, this has been an ambition for decades.
The future of CX: from service delivery to need anticipation
The last era of commerce and public services was built around people interacting directly with brands, platforms and institutions. AI has now inserted itself between them. AI is increasingly acting as a mediator for how consumers and citizens discover, evaluate and access products, services and support — reshaping decision-making before organisations even know a journey has begun. This represents more than the arrival of another digital channel.
How supply chains are entering the era of informed resilience
Supply chains are the lifeblood of global commerce. For decades, companies optimised them for cost and efficiency: manufacturing in the lowest-cost locations, holding lean inventories and delivering products exactly when required. However, this was hard to do well because customer demand was volatile Over the past decade, however, a series of global shocks has exposed the fragility of that model.
The UK’s missing link: why employers can’t afford to overlook young talent
Young co-workers or university students multiethnic team planning a new startup – Bright filter with focus on second woman face on left The UK faces a growing talent paradox. While employers continue to report widespread skills shortages, more than one million young people remain outside education, employment or training (NEETs). As AI reshapes entry-level work, businesses risk weakening the very talent pipelines they need to secure future growth.
Lessons from the front lines of AI-powered service transformation
Behind every successful technology transformation lies a story of operational change. For service leaders navigating AI adoption, the journey is rarely linear. Many organisations begin with narrow automation projects – chatbots, workflow tools or knowledge bases – only to discover that meaningful improvement requires deeper structural change.
HCL demo post 1
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HCL demo post 2
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HCL demo post 3
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How a decade of innovation is reshaping the advertising ecosystem
For almost a century, television advertising followed a simple formula. Broadcasters scheduled programmes for mass audiences, viewers tuned in at fixed times, and advertisers paid premium rates to place commercials around popular shows. The model was predictable, powerful and highly profitable. Then streaming changed everything. The launch of YouTube in 2005, followed by Netflix, Amazon Prime Video and connected TV platforms, fragmented viewing habits across devices and services.
Why software quality is the next boardroom risk
Software has become the engine of modern business. It processes payments, serves customers, runs supply chains and powers everything from banking apps to transport networks. When that software fails, revenue stops, operations stall and customer trust evaporates. Yet as organisations race to embrace AI-powered software development, many are discovering that while software can now be created faster than ever, ensuring it actually works is a growing challenge.
The hidden skills divide holding back Britain’s growth
Across sectors, organisations are investing in digital transformation, exploring AI-driven efficiencies and seeking new opportunities to scale. Yet for many employers, particularly those outside the UK’s major economic centres, the biggest obstacle to growth is not demand, competition or access to capital. It is access to talent. A new report from The Open University called ‘In from the Cold‘ highlights the scale of the challenge.
AI adoption for CFOs: Why trust defines the next era of finance
Leaders across the finance and accounting industry are facing a profound moment. Generative AI is already transforming how businesses operate, enabling teams to work faster and smarter while reducing risk and error. Now, agentic AI promises to unlock a raft of fresh opportunities, as organisations gain access to a new digital workforce that is at their disposal 24 hours a day. But is the industry ready for such a pronounced shift?
OpenAI targets enterprise spend – but architecture, not models, will decide the outcome
The race to commercialise artificial intelligence is entering a new phase, rapidly shifting from research to revenue. What began in R&D labs is now being tested on balance sheets, as companies look for measurable returns on their investments. OpenAI is positioning itself at the centre of a market some estimate could be worth $17tn.
How two entrepreneurs built businesses for a global stage
From day one, Steve Brazier dreamt big. In 1998, he founded Canalys, a technology analyst and market research firm and started an entrepreneurial journey with global ambitions. “If you start a business, why wouldn’t you go after the global market?” He says. “We were very clear that we wanted Canalys to operate internationally, rather than just in the UK.” But for most founders, it’s not ambition holding them back.
Orchestrating growth in the age of AI Search
Search has always been where curiosity becomes intent, but artificial intelligence (AI) is taking it somewhere entirely new. By aligning human strategy with AI, Search can now move at the pace of consumers. For marketers, this shift is reshaping how information is consumed, how decisions are made and, ultimately, how growth is delivered.
Lutheran Northwest’s bid to return to D3 final denied by Plymouth Christian
Getting your Trinity Audio player ready... CLAWSON – Rochester Hills Lutheran Northwest wanted to return to the state championship game where it lost last season, but rival Plymouth Christian Academy had other plans. Freshman Lauren Scott scored 20 points and senior Riley Pilat had 19 to lead Plymouth Christian Academy to a 60-55 victory over Lutheran Northwest in a Division 3 regional semifinal game Monday night.
Lamphere grappler Allie Matheney ready to go ‘above and beyond’ in third state finals appearance
Getting your Trinity Audio player ready... MADISON HEIGHTS – Allie Matheney was just a 6-year-old prodigy when she first hit the mat as an aspiring wrestler. Now a junior at Madison Heights Lamphere, Matheney will be participating in her third consecutive girls Michigan High School Athletic Association individual state wrestling finals March 6-7 at Ford Field in Detroit.
How B&Q is reinventing growth with AI-powered Search
When it comes to Search, artificial intelligence (AI) is changing how people discover, compare and decide. Consumer demand is becoming increasingly dynamic, especially at retail firms like B&Q, where everything from sunshine to sentiment drives behaviour. Old-school planning can no longer keep up, which is why demand-led growth is emerging as a new operating model. Flexible budgets, real-time signals and AI-powered activations help brands respond in the moment it appears.
Lamphere beats Berkley, claims school-record 18th victory
Getting your Trinity Audio player ready... BERKLEY – Family values and hard work have driven the Madison Heights Lamphere boys basketball machine since Bobby Robinson took over the helm as coach three years ago. “The one thing we have is all our kids grew up in Madison Heights – we’ve been like a family,” Robinson said Thursday as the Rams defeated Berkley 71-68 for their school-record 18th victory this season.
From keywords to intent: how AI is reshaping modern Search
Search is evolving fast. Queries are longer, intent is clearer, and the window to win attention is shrinking. This is where demand-led growth comes in, using real-time signals, flexible creative and AI-powered activation to make faster, smarter decisions. As attention windows narrow, speed, relevance and agility are becoming increasingly critical.
How M&S and Incubeta are powering growth through demand-led Search
Marketing is entering a new era of responsiveness. AI is increasingly influencing how people search, discover and make decisions, and the brands seeing momentum today are often those able to pivot quickly. Rigid, channel-first plans can struggle to keep pace, which is why demand-led growth is becoming a crucial mindset shift for marketers: following signals, flexing budgets and responding to demand as it emerges.
How AI is transforming the automotive purchase journey
Search is being reshaped by AI. People are asking longer, more conversational questions and expecting clear, confident answers in return. Nowhere is this more obvious than in the process of buying a new car. With new entrants and unfamiliar electric vehicles, buyer journeys are increasingly complex, often feeling like starting from scratch each time research begins. The stakes for brands are clear.
SLMs or LLMs: which will help UK organisations maximise their AI investments?
Artificial intelligence (AI) already contributes an estimated £3.7bn a year to the UK economy, but it is also forcing organisations to make increasingly strategic choices about how they invest. As AI adoption moves beyond model training into deployment and implementation, one question has become central: should organisations rely on large language models (LLMs) or small language models (SLMs)?
How AI is reshaping the UK’s engineering talent
The rise of AI coding assistants is reshaping the UK’s digital economy, transforming how technical talent is hired, trained and developed across a sector that employs While these tools can significantly accelerate software development and unlock new gains in engineering productivity, they also require organisations to rethink how they assess skills, build teams and define career progression.
Why governing the unseen risks of GenAI is critical for UK organisations
Enterprise adoption of generative AI (GenAI) is accelerating faster than any previous technology, with organisations using it for tasks ranging from drafting content to writing code. GenAI is increasingly embedded in mission-critical business functions. Yet as adoption accelerates, so too do risks that remain poorly understood or inadequately addressed. Research from the British Standards Institution shows that only 24% of business leaders say they have an AI governance programme in place.
Bringing peace of mind to end-of-year
Sometimes the world of finance can feel purpose-built for exasperation. Financial decision-makers play a pivotal role in organisational success and this role is only becoming more demanding. As businesses navigate increasingly complex and unpredictable challenges, finance leaders are stepping further into strategic territory.
When finance doesn’t add up: the hidden cost of fragmentation
Something is not adding up for finance teams. Across Europe, organisations are placing greater emphasis on financial health, integrating it into core business strategy as a way to drive growth and navigate an increasingly volatile economic climate. The aim is clear: reduce guesswork, rely less on hindsight and build the foresight needed to respond to the unexpected. Yet just as this capability becomes more critical, making confident, timely financial decisions is becoming harder.
Agents are optimising AI workflows, but humans remain key to ROI
The AI landscape has undergone a fundamental shift. While organisations have struggled to extract maximum value from AI, many are becoming more proactive with their approaches and seeing the ROI potential in agents. Until recently, most AI use was reactive and cloud-based, with systems waiting for users to prompt them. But a 2025 EY report shows that this is changing: 64% of UK companies now let employees independently create or deploy AI agents.
Turning AI into Real Performance
Generative AI’s emergence into the mainstream has unlocked a wave of creativity and automation. Yet, as impressive as copilots and prompt-driven assistants have been, they are only a precursor to what comes next. AI is no longer just a tool for efficiency; it is becoming a means for entire organisations to scale through autonomous agents that work alongside employees.
Affiliate: the growth engine hiding in plain sight
Marketing has a profitability problem. Costs are climbing, returns are falling and digital ad giants take an ever-increasing share of budgets. It’s time to take a different approach and explore the full potential of an oft-overlooked growth engine. Affiliate marketing drives billions in sales every year. It contributed 13% of all UK online retail revenue during Cyber Weekend 2024.
How leaders can scale smarter with agentic AI
Enterprise IT leaders are on the frontlines of AI transformation. As businesses invest heavily in technology, they’re responsible for its implementation. They’re tasked with delivering innovation at speed and generating cost savings, productivity gains and business growth. But pressure is mounting, and problems are growing.
Why shopper insights are a leader's most powerful retail media asset
Retail media is fast becoming a critical revenue stream for retailers seeking to monetise digital real-estate and offset the decline of third party data. But while attention often centres on the big names, it’s marketplaces and smaller retailers that actually hold a powerful edge: consistent shopper behaviour, less reliance on seasonal peaks and an ability to turn first party data into growth drivers.
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