Tag: Human Autonomy
Would You Still Collect the Data If You Could Not Use It?
Most organisations collect data for perfectly reasonable reasons. To improve the service. To understand customers. To personalise experiences. To measure… read more Would You Still Collect the Data If You Could Not Use It?
What Happens to Culture When Everyone Knows They Are Being Watched?
Walk through almost any large organisation and you will hear familiar ambitions. We want people to: Collaborate. Challenge assumptions. Take… read more What Happens to Culture When Everyone Knows They Are Being Watched?
Does Your Digital Service Respect Your Customer’s Attention?
Every organisation wants attention. Without attention, customers cannot discover a product. They cannot understand an offer. They cannot use a… read more Does Your Digital Service Respect Your Customer’s Attention?
When Does Customer Engagement Become Customer Engineering?
Every organisation wants customers to engage. That seems entirely reasonable. We want people to: Use the service. Find what they… read more When Does Customer Engagement Become Customer Engineering?
Who Has the Power in a Digital Relationship?
You open an application. You search for something. You read something. You buy something. You talk to someone. Then you… read more Who Has the Power in a Digital Relationship?
Who Decides Who You Are Online?
Who are you online? It sounds like a simple question. But the answer depends on where the question is being… read more Who Decides Who You Are Online?
Designing Technology That Leaves People in Control
Technology does more than enable transactions. Over time, it shapes expectations. What we consider normal. What we believe we must… read more Designing Technology That Leaves People in Control
Creating Value Without Exploiting Behaviour
Much of the digital economy has been built around a powerful assumption: Understanding people’s behaviour creates economic value. Observe more…. read more Creating Value Without Exploiting Behaviour
What If My Customer’s Behaviour Wasn’t Part of My Business Model
For much of the digital economy, the customer relationship has expanded far beyond the original transaction. Someone buys something. But… read more What If My Customer’s Behaviour Wasn’t Part of My Business Model
Governing Without Surveillance
Modern organisations have built much of their governance around visibility. We monitor activity. We maintain records. We analyse behaviour. We… read more Governing Without Surveillance
Designing for Human Autonomy
Most digital systems are designed around the needs of the organisation. They collect information, observe behaviour, measure engagement, create profiles… read more Designing for Human Autonomy
The Vision Building a Third-Party Ecosystem on ICCA
Most digital platforms think about ecosystems in terms of access. They provide APIs, developer accounts, application marketplaces and integration frameworks…. read more The Vision Building a Third-Party Ecosystem on ICCA