Episodes

For better or for worse, AI is taking on more and more human stakeholder roles at organizations, a trend that is not only likely to continue but to escalate. Does your organization have a strategy for which stakeholders will be supplemented or replaced by AI agents? And if so, is your strategy informed by a clearly defined, cross-functional stakeholder mapping that specifies where human workers engage today and where automation opportunities make the most sense. Synthetic Stakeholders in the Age...

This podcast episode brings together three important focal points: the customer experience, formally defined value streams, and AI as an enabler of value delivery. Today, these focal points exist as three separate, disconnected disciplines. By bringing them together, customer and related stakeholder value delivery can be evaluated and improved in real time. Integrating these three disciplines allows organizations to build and maintain strong customer brand loyalty while leveraging AI to reduce t...

A transformation roadmap is a synchronized collection of initiatives that work in consort to transition an organization towards its long-term vision, meeting priority goals and objectives along the way. Aimlessly wandering into the future, where a random series of disconnected initiatives are pursued in the absence of what's next, with no means of maximizing the collective value of related investments, is a high risk, high-cost proposition that does little to move an organization towards its str...

According to "Business Process Management Market Size & Share Analysis: Growth Trends and Forecast (2026 - 2031)", global spending on business processes will grow from $18.68 billion in 2026 to $30.26 billion in 2031. Most medium to larger organizations spend millions of dollars a year on business process work. This podcast episode discusses why runaway spending on this archaic practice is not only wasting money, but undermining the very value BPM purports to deliver. Too many organizations have...

Organization design is a long-standing discipline that has historically been described as the alignment of a company's structure, roles, workflows, and culture with its strategic goals. What does it mean when artificial intelligence (AI) introduces the ability to reinvent structure, change people's roles, and go beyond traditional workflow-based thinking. According to some sources, hierarchies need to flatten, roles that used to exist will be redefined or eliminated, and traditional process flow...

There is growing concern and even more disappointment in the inability or unwillingness of business leaders to recognize the value of architecture and the teams responsible for defining and helping capitalize on those architectures. While not an entirely new phenomenon, the number and scope of situations where I hear of architecture teams being disbanded, disbursed, or just laid off entirely seems to be escalating. Those remaining keep getting cut out of the planning, impact assessment, future s...

According to a recent survey, over half of customers say they stopped using a product or buying a brand because of a bad experience. Only four in ten customers say that their brand loyalty has grown over the years. Yet nine in 10 executives think that customer loyalty has increased during that same time frame. The survey found that there's more than a 50-point gap between executive perceptions of customer loyalty and the reality of the customer experience. This podcast will exam some of the root...