Blog
The thinking behind the advice. Research, conversations, and essays.
Everything here exists for one reason: to keep the advisory work grounded in what leaders and customers are actually doing right now.
Themes we follow
Customer-led growth
How organizations turn customer understanding into decisions about product, pricing, and service.
AI measurement and efficacy
What evidence actually proves an AI program is creating customer, operating, and financial value.
Operating change
Decision rights, ownership, incentives, and the routines that make change durable.
Original research and reports for experience leaders
Newsletter
AI is not the KPI. The customer is.
Bill's weekly essays on customer-led strategy, AI measurement, and the operating changes that make either real.