by Wayne Pales | Oct 11, 2026
Most organisations are designed vertically. Customers experience them horizontally. We create departments because they make accountability, expertise, budgets, and reporting manageable. There is nothing inherently wrong with that. The problem appears when we...
by Wayne Pales | Oct 4, 2026
Everyone works in processes. Far fewer people own them. That distinction has become harder for me to ignore as our thinking about AI has matured. When a process is mainly carried out by people, unclear ownership can remain hidden for years. Individuals make...
by Wayne Pales | Oct 2, 2026
Most early AI benefits are described in tasks: draft the email, summarise the meeting, check the document, prepare the report. Those gains are real. I use them every day. But task productivity has a ceiling. If the surrounding process remains unchanged, the...
by Wayne Pales | Sep 27, 2026
For a while, much of the conversation about AI capability centred on prompting. It made sense. Better instructions often produced better results, and prompting gave people a practical way to improve quickly. I no longer think prompting is the scarce...
by Wayne Pales | Sep 20, 2026
AI has an unusual habit. It exposes reality. Point it at a process, and the gaps appear quickly. The documented procedure says one thing, experienced people do another, and the system records something else. A hand-off that looked simple turns out to depend on a...
