Kim Warren on Strategy
Strategy insights and living business models
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A dynamic model IS how the business works
There's much excitement about how AI can explain anything for us. And that includes how the business works and how to manage it better. I have said before that any enterprise is a system that we designed. We know all the pieces that make it up, and all the processes by which those pieces work together. OK,…
How to roll out AI – safely
I previously posted about here ... how buy-now/pay-later provider Klarna did serious damage to its business with an AI rollout, by too-rapid cuts to its service staff here ... how the resulting hit to service quality has a delayed impact on business growth through customer losses and reputation damage So let's bring those two insights together…
You can defy gravity – for a while.
The case of Klarna - the buy-now, pay-later provider - showed how to mess up an AI implementation. They assumed that an AI chatbot would eliminate the need for customer service agents, because (more here). But there's a much more general insight from this case.Mistake now, pay laterThat insight is not just that we need to…
I did say – how to make bigger mistakes faster with AI
I did say here that - although AI offers huge benefits - it can bring big, big problems if a project's knock-on consequences are not thought through.... and not just thought through, but worked out:what exactly, could be the wider impacts of that AI project?what scale could those impacts be?how fast could those consequences play…
Do more with the 3 sources of sales growth
I had some push-back from my first Insights email on the 3 sources of sales growth. You remember? ... sales growth can only come from: winning customers at a faster rate losing customers at a slower rate customers buying at a higher rate "Customers", "buying" and "sales" are just shorthand for terms that vary between…
Strategy Dynamics Essentials
Strategic Management Dynamics
