Technology does more than enable transactions. Over time, it shapes expectations. What we consider normal. What we believe we must disclose. How much observation we tolerate. How much control we expect to retain. And increasingly, how comfortable we have become with digital systems learning from our behaviour. Volume V asks a fundamentally human question: What…
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Much of the digital economy has been built around a powerful assumption: Understanding people’s behaviour creates economic value. Observe more. Measure more. Learn more. Predict more. Personalise more. Influence more. Over time, information about human behaviour has itself become commercially valuable. Volume IV asks a fundamentally different question: What would digital business look like if…
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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…
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Modern organisations have built much of their governance around visibility. We monitor activity. We maintain records. We analyse behaviour. We create audit trails. We use information to identify risk, demonstrate compliance and provide organisational oversight. This has created a deeply embedded assumption: To govern effectively, an organisation needs to see what is happening. Volume III…
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Open almost any digital service and something is competing for your attention. Click this. Watch this. Buy this. Read this next. Stay a little longer. Come back tomorrow. We have become so familiar with these prompts that they barely register anymore. But step back for a moment and there is an interesting question: Why does…
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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.…
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Every time we interact online, a record is created. A login. A purchase. A search. A message. A click. Most of us accept this as a normal part of digital life. But why? Why should every interaction generate a permanent trail? Why should organisations be expected to collect it? And why should customers accept the…
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Every few weeks another organisation asks me to prove who I am. My bank knows. My employer knows. My insurer knows. My airline knows. Government departments know. Countless websites know. The obvious question is: Why is my identity stored in so many places? For decades we have accepted a simple assumption. If an organisation needs…
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