Case studies
Eight decisions from three companies, each written to the same pattern: the situation, the options, the decision and its owner, the result, and what I would do differently today.
Figures are relative or approximate unless they come from a published paper. Internal screens and business rules are confidential.
initiatives on one platform, across 4 companies
18 initiatives through one gate, onto one platform
Read the caseless content production time, across 121,000+ SKUs
Content for 121,000 SKUs: machines draft, people review
Read the casestores live across the group; nine use cases; three-step escalation
From a camera event to the right person's pocket
Read the casemechanisms: dynamic tiers, incentive design, engagement triggers
Loyalty that looks past the receipt
Read the caseapproval steps enforced; postings land in SAP without re-keying
Nobody should have to read an invoice
Read the casecore domains moved to a new architecture in sequence; checkout conversion up ~18%
Rebuilding eight core domains without stopping the store
Read the caseproducts on one product source: internal and external marketplace, product-information management, affiliate, self-service, prize draws, WhatsApp bot
One catalogue for every channel, and a store on WhatsApp
Read the casebranches running one inspection platform; time to market ~40% shorter