For years, organisations and governments have treated data as a strategic asset. More information creates greater insight. Greater insight improves prediction. Prediction supports better decisions. And whoever possesses the most information is assumed to possess an advantage. That logic has helped shape businesses, public services, regulation and national digital strategies. But there is another side…
Read more
For much of the digital economy, the customer relationship has expanded far beyond the original transaction. Someone buys something. But the interaction also creates information. What they looked at. What they ignored. What they bought before. How often they return. What might interest them next. Gradually, the behaviour surrounding the transaction becomes valuable in its…
Read more
For decades, digital business has been moving in one direction. Know more about the customer. Collect more data. Build richer profiles. Observe more behaviour. Use that knowledge to predict what people might do next. The assumption is straightforward: The more an organisation knows about me, the more valuable I become. But there is another side…
Read more
Modern organisations are built around visibility. We monitor. We analyse. We track. We measure. We justify these activities as necessary for security, compliance, operations and customer service. But what if we’ve mistaken visibility for necessity? For decades, digital systems have been designed on the assumption that providers must observe users in order to deliver services.…
Read more