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Insights

What we have learned, including the parts that are awkward to publish

Cost models with real numbers, the due-diligence questions your clients are actually asking, and post-mortems on projects that did not work. Written by the people who do the engagements, not by a marketing team.

Governance 2 July 2026 11 min read

The eleven AI questions your clients will ask this year

Client due-diligence questionnaires and PI insurers have started asking about AI controls directly. Here are the questions we are seeing, what a good answer looks like, and what happens when you cannot give one.

  • Client DDQs and insurer renewal forms now ask about AI controls as standard, not as an exception.
  • Saying "we are looking into it" is treated as a negative answer, and increasingly gets priced accordingly.
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Agents 18 June 2026 9 min read

What a bilingual voice agent actually costs to run

Vendors quote build cost and go quiet on running cost. Here is the full picture — per-minute economics, the hidden line items, and the break-even calculation you should be doing before you sign anything.

  • Running cost is per-minute and scales with volume — the build fee is often the smaller number over three years.
  • The line items vendors omit are telephony, failed-call retries, human escalation and the tuning nobody budgets for.
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