The Hidden Cost of Saying the Same Thing Twice
In 1987, American Airlines famously discovered that removing one olive from each first-class salad would save the company $40,000 a year. The lesson became legendary, not because of the olive, but because it exposed a universal truth: Small inefficiencies, multiplied at scale, quietly drain enormous amounts of money. Fast-forward nearly four decades, and organisations are still […]
When the Business Analyst Meets AI: Smarter Process Optimisation
As organisations grow, their once-simple processes often turn into tangled webs of manual tasks, handoffs, and inefficiencies. What used to be smooth and predictable flow becomes slow, costly, and frustrating — for both teams and customers. That’s where AI and the Business Analyst make a powerful team. The analyst brings the human insight; AI brings […]
Why Customer Experience Improvement Projects fail?
“If the customer is always right, why do so many customer experience projects go wrong?” This question isn’t just food for thought—it’s a real-world challenge many businesses face. Despite pouring significant time, effort, and money into improving customer experience (CX), many projects fail to hit the mark. Why is that? What’s causing these well-meaning efforts […]