Can society trust IT when it often fails with the basics?

AS A digital transformation consultant, I find one lesson remains remarkably consistent:

> Like a decent referee on a World Cup football pitch, tech succeeds when users don’t have to think about the technology – it just works perfectly, smoothly.

The best technology quietly enables the experience rather than becoming the centre of attention (the best referees aren’t noticed in great matches).

Do you know any IT leaders or companies who could qualify as decent referees?

The world’s biggest technology companies, with their flagship operating systems and software, can inspire admiration… and then disbelief –> then extreme frustration –> leading to cumulative stress!

We’re repeatedly told these trillion-dollar organisations are building intelligent systems that will transform how we live, work and communicate.

Yet when they struggle with the basics, tech giants and IT’s credibility is at stake; they aren’t smart enough yet.

IT failures are common

Consider a simple everyday task: connecting an external Bluetooth speaker to a laptop.

Windows 11 confidently reports the speaker is “connected”, yet the audio continues to play through the laptop’s built-in speakers.

Windows can connect a speaker. Sometimes it just won’t use it.

Why does such a basic interaction still fail?

Windows often treats Bluetooth pairing separately from audio routing, so a speaker can be connected without becoming the active audio output.

Technically, that makes sense.

From a user perspective, it doesn’t.

That is poor UX.

The solution is often surprisingly manual:

  • Click the taskbar sound icon… UX: if you can spot it.
  • Hunt for a small, easily missed menu arrow… UX: assuming you know it’s there.
  • Manually select the correct output device… UX: but what does a “speaker output” even look like (if you’re not in IT)?

Check the Windows 11 screenshot below… tell me what would you click to make your speaker work?

When UX/ usability fails, as it does regularly, users can find themselves navigating a maze of fragmented settings, legacy Control Panel screens and obscure options such as “Hands-Free Telephony” buried deep within older interfaces.

Every hidden menu, legacy dialogue box and fragmented setting represents a design decision that transfers complexity from the software to the user.

Good digital transformation should do the opposite.

Microcosm of a bigger problem

This seemingly minor frustration reveals something much larger.

We keep talking about AI, automation and digital transformation, yet many everyday interactions remain unnecessarily complicated because decades of legacy software continue to co-exist with modern interfaces – and buried beneath major operations, e.g. airline systems.

Users are rarely told why legacy interfaces remain, what is being modernised or when longstanding usability issues will be addressed. Instead, new capabilities continually arrive alongside older systems, increasing complexity rather than reducing it.

The commercial incentive often appears to favour releasing new capabilities over simplifying existing user journeys.

That creates a credibility gap.

The same technology companies are increasingly expected to help address:

  • Online safety
  • Social media harms
  • Protecting children from algorithm-driven risks
  • Detecting deepfakes
  • Tackling election misinformation
  • Supporting critical AI systems

Technology leaders and their companies are assumptive about our trust – the uber-confident experts expect non-techies to hand over the keys – of course you can trust them with ever more important parts of our lives… really?

Trust is not created by sales or marketing-led keynote presentations or the latest overly-ambitious AI announcement promising to transform everything from doctors’ + dental surgeries to the energy industry.

Trust is earned over years through reliability, transparency and consistently getting the basics right; trust is destroyed in seconds by failure (often daily at any company I’ve worked at).

So, if companies struggle to make everyday experiences intuitive, it is reasonable to ask how much confidence society should place in increasingly complex digital systems.

As governments increasingly look to technology companies to play better roles in AI, online safety and digital infrastructure, another question follows:

What standards of usability/ UX, accountability and transparency should society expect from organisations entrusted with such influence?

A Bluetooth speaker failing to become the default audio output is not a world-changing problem.

But it is a reminder that technological ambition often moves faster than technological reliability.

Technology becomes trustworthy not when it becomes more intelligent, but when it becomes more dependable.

When technology works like simply flicking on a light switch, the user experience/ UX will be doing its job.

Until then, there is still much work to do…

Posted in Change, Google, Leadership, Search | Leave a comment

Can Manchesterism pass the National Scalability Test?

MUCH political coverage around Labour focuses on the froth of personalities, positioning and leadership speculation.

A more useful question is: how would the party actually govern under Andy Burnham?

One clue comes from The Productive State: A Framework for Manchesterism, published by Labour group Mainstream, which is said to work closely with him.

The framework sets out a vision built around:

• Greater devolution of power
• Stronger regional leadership
• Public control of essential services
• Democratic reform
• Wealth taxation

Supporters argue that Greater Manchester demonstrates how devolved powers can support economic growth and public service reform.

Having worked in news journalism, I spent years observing how political stories are selected, framed and debated. I later moved into digital business, where success is usually judged less by narrative and more by outcomes, evidence and scalability.

I have two questions:

1. How much of Greater Manchester’s success can genuinely be attributed to any policies that are promoted under ‘Manchesterism’?

2. If those policies have contributed to success across the city region, can they be scaled effectively across the UK?

To me, they are simple questions. The answers tho’ are more complex – and they matter more than the daily political theatre.

Answers below please …

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Sentiment Engineering in the AI era

WHEN a major speech is given during a conflict, it doesn’t just reach the public once (think about Melania Trump and relationships with Epstein).

It’s translated, clipped, tested, reframed and redistributed within minutes – across TV, social platforms and global news cycles.

AI sentiment engineering and manipulation (by politicians and commercial lobbying interests)

AI sentiment engineering – or are we being manipulated?

In conflicts like Ukraine and the Middle East, as well as across recent elections, AI is already part of that process:

  • Supporting how messaging is analysed, adapted, and scaled in real time.

This reflects a wider shift. Political communication is no longer just about what is said. It’s about how messaging performs… attention, reaction and reach:

  • Language is tested before release
  • Public response is tracked continuously
  • Narratives are repeated and reinforced across platforms

What’s changing now?

AI systems learn from these same patterns. They don’t independently verify truth; they reproduce what is most consistent, visible and widely represented.

Why it matters

In a 24/7 media environment, influence is no longer only downstream (how people react). It is increasingly upstream, shaped during creation, testing and distribution. Shaped by whom? Think political parties and commercial lobbying, for example.

The result isn’t necessarily false information; it’s information that has been optimised to perform.

Practical question

How should media literacy evolve when what we see is not just reported – but engineered to scale, possibly engineered to lobby (or manipulate, if someone is machiavellian).

#AI #DigitalTransformation #Media #Politics #PR #InformationIntegrity

Interested in the research behind this? Comment “sources” and I’ll share.

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How AI Delivers – and Where Leaders Should Pay Attention

WHEN a BBC dragon targets a blunt “get a grip” message to the legal sector and also to working people who are already uncertain about the benefits of AI, you prick up your ears.

Piers Linney made the controversial-sounding statement on the main stage at Tech Show London 2026.

The remark drew attention – but it reflects a broader mood across the technology sector.

How to put AI to Work - by Mark Chapman, the-eConsultant - at Tech Show London

How to put AI to Work – by Mark Chapman, the-eConsultant – at Tech Show London

It was reminiscent of Elon Musk who made (public relations) headlines wielding a chainsaw to announce plans to cut US government staffing. This came after his widely trumpeted cuts at Twitter – presumably AI-led.

Such stage-managed impatience is a clear, aggressive, shout-out to organisations: speed matters.

The reality for organisations, however, is subtler. Fast is not enough – it must be meaningful !

At the operational frontier, AI can handle much of the heavy lifting:

  • Automating knowledge work
  • Processing large datasets
  • Reactivating dormant revenue opportunities.

Some estimates suggest AI can already handle a significant portion of routine knowledge work – but only when deployed carefully and with human oversight, i.e. legal work, other high-volume documentation.

Mistakes, however, are real + costly. Energy consumption is rising, untested applications can be dangerous – and even basics such as accuracy, or truthfulness – is a major issue; just ask anyone who’s used ChatGPT over a reasonable length of time.

So, let’s slow this down.

For leaders, the rules are simple:

  • Deploy AI where it works and produces ROI.
  • Keep humans involved to mitigate risk.
  • Understand the full cost, including environmental and reputational impact.
  • Don’t adopt AI just to follow the crowd; focus on outcomes for customers and staff.

Businesses that navigate this effectively combine agile structures, clear priorities – and human insight.

Appropriately managed digital transformation helps organisations do this efficiently, lowering overheads and other costs while keeping teams capable and engaged.

Large organisations and VC-backed ventures often carry high overheads and complex layers, which inflate costs and slow execution.

For boards and investors, the challenge is not whether AI will reshape organisations, but how to capture its benefits without adding unnecessary cost, risk – or complexity.

My experience in digital transformation and marketing allows identification of where AI and process improvements deliver real impact and streamline operations while preserving the human knowledge and creativity that machines cannot replace.

‘This combination is what makes ‘the eConsultant’ a strong contributor at executive level – with a track record helping organisations move quickly, stay lean, and ensure technology works for people – not just metrics’

The real question for leaders is where AI genuinely adds value – and where it doesn’t … 

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Tech Show London – Five themes shaping 2026

Notes from Tech Show London …

Events like this are a useful way to take the temperature of the technology industry.

Themes shaping the agenda into 2026 are broadly the same ones that drove 2025:

• AI moving from experimentation into operational use
• data platforms becoming the foundation for making AI useful
• cloud infrastructure expanding to support AI-scale workloads
• cybersecurity shifting into a resilience and governance issue
• trust and accountability starting to sit alongside capability

What feels different this year is the focus of the conversation.

Techshow-London-2026

On the floor ‘live’ from Tech Show London

The technology is no longer the main question. Most organisations are already experimenting with it.

The real challenge is organisational – how companies adapt workflows, decision-making and leadership so these tools actually deliver results.

Technology adoption is rarely the difficult part. Aligning people, incentives and communication around real outcomes usually is.

That’s where digital transformation actually happens – how organisations change the way they work?

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The Consent Crisis in the Age of Tech + AI Wearables

META’s AI glasses are dominating headlines following a series of alarming reports, most notably from BBC News and regional investigators, detailing a surge in incidents of recording by stealth.

AI Glasses

Stealth Surveillance Trap: AI Wearables – Public Safety for Women + Professional Ethics

Marketed as a breakthrough in corporate productivity, the technology is increasingly under fire for its impact on public safety and personal boundaries:

  • Violations of Public Consent: Today’s coverage highlights a disturbing trend of women being targeted by males using the glasses for non-consensual filming in public spaces, gyms, and transport hubs (including a TikTok video made in Brighton).

  • The ‘Chat-Up Artist’ Controversy: Investigative reports have surfaced POV-style content creators who use discreet hardware to record and broadcast social interactions without the subject’s knowledge, claiming the device’s hidden nature is essential for their surprise content.

  • Breakdown of Safeguards: Despite Meta’s mandatory recording LED, privacy advocates and the BBC demonstrated the light is often ignored, misunderstood, or intentionally obscured, leaving females feeling “violated” and hyper-vigilant in everyday situations.

In response to this escalating problem, consider drawing up a code of conduct to establish clear boundaries for responsible use of AI wearables. Does the sample one below I’ve written support your thinking? If so, then next issues could be: how effective is your code – and how to enforce it?


Ethical Use & Privacy Guide: AI Smart Glasses

  • Explicit Verbal Consent: Always announce your intention before recording or live-streaming in social or professional groups.

  • “Power-Down” Rights: Manually turn off the device when entering private or sensitive areas, such as restrooms, locker rooms, doctors’ offices,or private homes.

  • Respect the Opt-Out: If a colleague or bystander expresses discomfort, cease recording immediately without debate.

  • Maintain Visual Cues: Never mask or disable the recording LED; ensure the light is clearly visible to those around you.

  • Transparency in Meetings: State clearly if you are using AI glasses for transcription or note-taking.

  • Protect Intellectual Property: Avoid wearing active AI glasses near confidential whiteboards, prototypes or secure computer screens where OCR (text-scanning) could leak sensitive data.

  • Zero-Surveillance Culture: Using glasses for stealth monitoring of peers or subordinates is a breach of workplace ethics, personal rights, security – as well as potentially severe legalities.

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Corporate Profit vs the Mental Health Cost

TODAY marks World Mental Health Day, prompting a necessary examination of the often felt unsustainable demands of the corporate world and the urgent need to curb these practices for the sake of collective well-being.

Below is a reasonable, factual summary of a significant problem. Feel free to pass this article around. Why not add your comments, quick brainstorm or even a simple idea (just one) for progressive change.

The System is Cracking Under The Strain

With financial burdens and societal costs having to be absorbed by individuals and public services, people are gradually realising that the promise of ‘work hard and you’ll be rewarded’ is often a lie. The reward for constant sacrifice is often just more work, followed by burnout, illness or redundancy (especially when you are no longer operating at 100%).

the-work-hard financial-system-is-collapsing_a-picture-speaks-a-thousand-words

a picture of someone thinking, solving, speaks a thousand words

The lived experience of millions is the system – as it’s currently configured by many large employers and incentivised by government policy – does not have sufficient mechanisms or motivation to protect its people.

The Financial vs. Human Cost: A recent UK study revealed that poor mental health in the workplace costs the economy approximately £28 billion annually. This staggering figure is primarily driven by factors such as employee burnout, absenteeism and lost productivity.

 

Critically, these costs are typically absorbed by the affected individuals and the public health services, rather than being borne directly by the companies whose aggressive practices contributed to the problem.

Shareholder Primacy: The legal obligation of a publicly traded company is, first and foremost, to its shareholders. While some companies recognise the long-term benefits of a healthy workforce, this corporate responsibility is often sidelined when it conflicts with short-term profit goals or quarterly earnings targets. This dynamic leads to prioritising business decisions that maximise returns over employee welfare.

‘Battles’ for Sustainable Culture: Creating a truly sustainable and humane workplace culture often demands that companies invest in resources that do not yield immediate financial returns. Such investments should include:

  • Limiting workloads and working hours
  • Providing genuine support for mental health, moving beyond tokenistic gestures
  • Prioritising work-life balance for all employees
  • Moving away from aggressive, competitive workplace norms

Shifting Tides: Resistance to Change

The tide is slowly beginning to turn, driven by several key factors. However, progress remains sluggish and is frequently met with internal resistance, cementing the feeling that cultural change is a constant battle.

Legal Responsibility: In many jurisdictions, including the UK, employers have a legal ‘duty of care’ to ensure the health, safety, and well-being of their employees. This obligation now formally extends to mental health, leading to a rise in mental health-related employment tribunal claims.

Rising Economic Cost: As the statistics demonstrate, the economic burden of burnout and poor mental health is substantial, forcing some companies to finally recognise that neglecting employee well-being directly impacts their bottom line.

Shifting Employee Priorities: Employees, particularly younger generations, are increasingly prioritising well-being and demonstrating a greater willingness to leave companies with toxic workplace cultures. This evolving landscape grants employees new leverage to demand systemic change from employers.

Such research and observations strike a crucial chord: the idea that corporate practices, often driven solely by shareholder interests, can severely impact individual and societal mental health. The constant pressure to meet demanding targets and boost profits frequently fosters work environments that neglect employee well-being, ultimately externalising the cost of that neglect onto employees and the public healthcare system.

These battles are undoubtedly exhausting, yet they are the essential engine driving societal shifts. The very act of questioning the current system and pushing for greater corporate responsibility forms a critical part of the process towards a more sustainable and humane working future.


The World Health Organization (WHO) highlights the theme of ‘Mental health as a universal human right’ for its World Mental Health Day campaign.

Read the AXA UK / CEBR report: The UK is “running on empty”, as far as productivity is concerned and ‘state of the nation’ > https://lnkd.in/eFunj9yS

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UK Eyes Billions in Gambling Taxes to Fund Social Spending

GAMBLING made news headlines this week when Chancellor Rachel Reeves signalled she is studying this industry to help the Labour government improve UK tax revenues.

Global turnover from this entertainment sector is larger than many industries combined, including gaming, film and music industries. ????

Betting is growing fast as people risk fortunes to chance making a fortune. In 2023, the market was worth nearly £434.6 billion ($540.3 billion). Experts believe it will keep growing. By 2030, it could reach £747.5 billion ($1 trillion).

For comparison, the entire gambling business in Great Britain was worth £15.6 billion between April 2023 and March 2024. This shows just how big the global market is.

Here’s a closer look at the numbers:

  • Lotteries make up the biggest part with more than half of the market
  • Most bets were placed in person at offline locations
  • Gambling fans drove more than half of all spending
  • Geographically, Asia-Pacific led the market with a 32.4% share, followed by North America and Western Europe

These figures highlight the massive economic footprint of the gambling sector and its continued rapid growth. What are your thoughts on these trends?

#GamblingIndustry #MarketAnalysis #BusinessGrowth #Economy #IndustryTrends #Finance

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Where Workplace Stress is Killing Your Business Results

Smart people are hired by companies and organisations – but time is likely being wasted on daily confusion and unnecessary ‘stuff’ rather than on customers. Part of the real cost of a stressed workplace isn’t just low morale – it’s lost revenue and wasted marketing spend… public and private sector.

Pressure at work

Have you thought: chaos in the office leads directly to confusion in marketing messages. Constant pressures deplete emotional and mental bandwidth. This people or organisation-led problem is the single biggest block to great work.

Change the environment

When workers lack capacity to focus, creative output quality is bound to suffer. Better results can come from a calmer, clearer environment. Recognising can be the start of solving the hidden, energy-wasting dynamic.

I am happy to discuss how to trade stress and confusion for clarity and better-run marketing and projects when you can escape some pressures for a few minutes.

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Prioritise eCommerce to survive in digital economy

AS THE New Year of 2022 approaches, now is the time to reflect how your business or organisation can survive in an advancing dgital and data era.

As with human health, it is likely you face a fitness battle, a need to shape up technologically else commercial survival is a major threat you may struggle to deal with.

Ten key trends savvy businesses must be aligned with to survive in a digital / data-led commercial world that are sustainable (for our home planet, Earth):

  • Applied AI
  • Future of programming
  • Next level process automation and virtualisation
  • Next gen. computing
  • Future of clean technologies
  • Future of connectivity
  • Distributed infrastructure
  • Trust architecture
  • Bio revolution
  • Nano-materials
ecommerce-is-priority-to-stay-in-digital-contention

Prioritise eCommerce to stay competitive in digital, sustainable global economy

#business #data #ecommerce #economy #sustainability

(Based on my executive summary of articles by McKinsey)
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