Writing
Essays and notes on where communication goes next.
Long-form pieces appear here and on LinkedIn. Short takes go out several times a week — follow to get them as they land.
Essays
Long-form
The Impact of Technology – Living in an AI World
The printing press put scribes out of work. The camera threatened painters. AI is not the first technology to make people feel replaceable — it is just the fastest. The question was never whether to resist it.
Read on LinkedIn →Process Automation: How AI speeds up data flows, reduces errors and saves money
Three worked examples — card replacement, billing, and customer data — showing where AI-driven process automation beats scripts and people on accuracy, speed and cost.
Read on LinkedIn →How an Iron Mindset Can Transform Your Performance
Whatever you are doing and wherever you seek success — from athletic achievement to leading a team — performance is a mindset before it is a method.
Read on LinkedIn →Recent notes
Short takes
- Ten years from now, B2C communication will be unrecognisableThe shift is structural, not “AI changes everything”. Here is what changes, and what I might be missing.Read →
- Agentic AI in customer communication: what it means, and what it doesn'tThe gap between hype and capability matters for infrastructure decisions being made right now.Read →
- Conversational commerce will eventually be bigger than e-commerceWithin five to seven years, a significant share of consumer transactions will happen in conversations. The question is not if.Read →
- Telcos had a choice in the 2010s. Most chose wrong.It was not disruption that happened to operators. It was a strategic decision — and another industry is making it today.Read →
- We keep talking about AI like it's a feature. It's a new layer of infrastructure.Feature thinking versus infrastructure thinking, and why the second is harder and the only one that matters.Read →
Each note expands on one of the five positions.
Newsletter · monthly
The Next Conversation
One essay a month on how businesses will talk to customers in 2030 — written by someone building the infrastructure, not reporting on it. No hype, no summaries of other people's takes.