Practice with decisions that look like real work
Use evidence, respect constraints and explain the logic behind your recommendation.
Choose a Support Automation Operating Model
A subscription software company must choose how to automate first-line support. The options are a vendor-managed agent, an internally configured agent on an approved platform, or an agent-assist-only design. The steering group has mixed mandatory controls with desirable benefits.
Rank an AI Automation Backlog
A services firm can run one AI pilot next quarter. Four opportunities remain after compliance screening: proposal drafting, invoice exception triage, meeting-note extraction and knowledge-base maintenance. Stakeholders keep switching between value, ease and personal preference.
Forecast Autonomous Claims Handling
An insurer needs a planning range for the share of low-value claims that could be handled autonomously in three years without exceeding its error and complaint thresholds. Internal data is incomplete and expertise is distributed across claims, fraud, compliance, data science and customer advocacy.
Set Participation Rights for AI Refund Decisions
An ecommerce company is defining who should participate when an AI service recommends changing refund thresholds. The customer-operations director owns the policy, but finance, fraud, legal, support agents and the model team hold different information and will carry out the change.
Stress-Test a CRM Agent Deployment
A business-to-business software company plans to let a CRM agent enrich leads, draft follow-ups and schedule approved messages. The happy path is documented, but launch approval requires explicit contingency branches for credible failures.
Should Northstar Enter the Clinic Market?
Northstar sells scheduling software to independent salons and is considering multi-location outpatient clinics. Leadership has prepared a broad expansion proposal but has not translated its evidence into strategic choices.
Refill Retail Under External Change
LoopMart operates 35 urban convenience stores and is considering refill stations for household products. The investment has a five-year life and depends on regulation, customer adoption and equipment economics.
Can a Last-Mile Platform Earn Attractive Margins?
RelayNow is evaluating a software-enabled marketplace connecting retailers with local delivery fleets. Demand is growing, but current platforms report weak margins.
Four Growth Directions for Field & Fork
Field & Fork sells premium chilled meals through supermarkets in one country. Growth has slowed, and management has proposed eight initiatives without distinguishing the source of growth.
Allocate Capital Across a Software Portfolio
A software group owns four products competing for next year’s investment budget. Management has assigned quadrant labels but has not validated the calculations or cross-product value.
A Warehouse Investment Across Four Futures
TransNova is considering a €45m automated warehouse with a 15-year life. The decision depends on labour availability and cross-border trade friction, both of which are highly uncertain.
Customer Complaints Increased by 35%
A scheduling platform received 35% more reminder complaints in May. Support leaders propose retraining agents, while engineering suspects a release defect.
Why Did the Orders Miss Dispatch?
Thirty-two priority orders missed the 17:00 dispatch cut-off at one distribution centre. The supervisor says the picker was too slow.
Map the Causes of Coating Defects
A metal-parts plant saw coating defects rise from 2.1% to 5.4% on Line 3 over six weeks. The plant manager believes the new operators are responsible.
Where Should the Contact Centre Focus?
A contact centre must reduce complaint-handling workload by 20%. Managers disagree whether to prioritise the most frequent issue or the issue with the highest handling cost.
Who Holds the Power in Compliance Automation?
A 70-person automation consultancy is considering a €1.2m product investment for regulated claims operations. Leadership calls the market attractive because demand is growing, but sales, delivery and finance use different market definitions. A cloud marketplace is simultaneously an infrastructure supplier, a lead source and a product complementor.
Which Fraud Pattern Deserves the First Control?
A payment provider can fund one fraud-control experiment this quarter. Operations wants the most frequent category, finance wants the largest loss, and risk wants every severe event escalated. A detection rule changed halfway through the month, so raw counts are not directly comparable over time.
What Caused the Temperature Excursion?
A medical-device distributor has quarantined four temperature-sensitive shipments after conflicting logger readings. No patient harm is reported. Operations wants to release the goods using stability data, while quality says the investigation cannot determine product disposition. The team must preserve evidence and follow the governing quality process.
Design a Safer Discharge Experience
Riverside Day Clinic wants to reduce avoidable calls and mistakes after minor procedures. A manager has proposed a mobile app, but the team has not yet agreed on the underlying patient problem.
Can the Maintenance Subscription Work?
MechAssist repairs packaging equipment. It is considering a monthly subscription that combines remote monitoring, preventive visits and guaranteed response times for small manufacturers.
Why Do Consulting Firms Switch to Client Portals?
ClearSpace sells a client portal to small consulting firms. Marketing targets firms by headcount, but conversion varies widely within each size band.
Where Does the Solar Installation Journey Break?
SunHarbor installs rooftop solar for small businesses. Installation quality is high, but referrals and overall satisfaction have declined.
Fix the Outcome-Free Support OKRs
CloudDesk wants customers to solve common problems without contacting support. The team completed last quarter's roadmap, but ticket demand and customer effort did not improve.
Map the Claims Intake Before Automating It
HarborSure wants AI to extract data from household claims. Customers wait days for a first decision even though intake activity takes minutes.
Protect the Security Review Constraint
BrightBid uses AI to draft enterprise proposals. Draft output tripled, but signed proposals and customer lead time have not improved.
Stress-Test the Refund Assistant
Northstar Retail is piloting an assistant that reads orders, policy and customer messages, then drafts refund amount, reason and destination for agent approval.
Prevent the Wrong-Account Payment
Keystone Services uses an AI assistant to draft supplier-payment instructions. Two drafts used old bank details from attachments instead of the verified supplier master.
Test Support Triage Before Scaling
CloudDesk wants an AI classifier to route incoming support tickets. Leaders want a full launch after a vendor demo.
Can a Strategy Session Stop Strategic Diffusion at Arcton Systems?
Arcton Systems manufactures temperature-control equipment for food warehouses and provides service support. It employs 480 people, has three regional offices and operates its own engineering team. Revenue growth has almost stopped, while the CEO has announced an ambition to double the business in three years and proposed a four-day strategy session for 28 leaders. The draft agenda starts with the CEO’s answer, several familiar frameworks, idea generation and ten priorities.
Can an Offsite Accelerate Customer Launches at Atlas Cloud?
Atlas Cloud sells an enterprise document-management platform. In nine months, it has grown from 90 to 145 employees. Sales, Implementation, Security and Support work across three countries. The CEO has proposed a four-day offsite under the banner “One Atlas”, while leaders describe the central problem as a lack of trust.