How PwC’s Brad Herndon Is Redefining Customer Data and Trust in the Age of AI

Iversoft’s Consulting Framework for Long-Term Client Success

On this episode of Consulting the Future, I’m joined by Matt Strentz, co-founder of Iversoft, to unpack what the next wave of digital product development really looks like. Matt takes us inside Iversoft’s journey from a small mobile studio at the dawn of the iPhone era to an international innovation partner trusted by enterprises and startups alike. We explore why mobile-first, multi-platform strategies are now essential for gathering real-time user feedback and building products that truly stick. The conversation also dives into Iversoft’s process-driven consulting model, where transparency and quality assurance begin on day one. Matt shares how human-centered design and user experience must be baked into the foundation of every platform, and why AI should be treated as a practical productivity enhancer rather than a shiny buzzword. From adapting lessons across industries like healthcare, aviation, and construction to building long-term client partnerships based on trust, this episode highlights a pragmatic approach to digital transformation. If you want to understand how to prepare your business for emerging technologies without falling into endless pilot projects, this conversation is packed with insights. ********* Visit the Sponsor of Tech Talks Network: Land your first job in tech in 6 months as a Software QA Engineering Bootcamp with Careerist https://crst.co/OGCLA [https://crst.co/OGCLA]

IBM Consulting’s Guide to Building Trustworthy and Effective AI Systems

When AI steps into the boardroom, it’s rarely a quiet arrival. Expectations are set high, with promises of sharper productivity, streamlined workflows, and measurable efficiency gains. But as Francesco Brenna, Global Leader of AI Integration Services at IBM Consulting, points out in this episode of Consulting the Future, the true opportunity lies in something far deeper than speed. It’s about reimagining the way entire businesses function. Recorded during a sweltering summer in New York, our conversation breaks down what “agentic AI” really means for leaders under pressure to make AI more than a buzzword. Francesco draws a clear line between the passive assistants many companies have experimented with and the next generation of intelligent agents that not only advise but act. This shift, he argues, demands more than dropping AI into an existing system. It calls for rebuilding processes from the ground up with business outcomes as the starting point. We dig into why data readiness remains the number one barrier to success, despite years of investment in platforms and governance. Francesco introduces the concept of “data products” to ensure AI agents operate with the right context and memory. He outlines IBM’s three-layer approach to agentic applications: user experience, orchestration, and data. He also explains why standards like Model Control Protocol (MCP) may be the key to integrating AI with legacy systems at scale without sacrificing security or trust. Francesco shares real-world results from IBM’s work in customer service, insurance, and pharma, where agentic AI has dramatically improved containment rates, reduced months of work to weeks, and enabled smarter decision-making for knowledge workers. He is candid about the human side of adoption, detailing how IBM uses hackathons, hands-on experimentation, and human-centered design to build confidence and capability across the workforce. For enterprise leaders grappling with how to move AI out of the pilot phase and into meaningful, measurable impact, this conversation offers a grounded, practical roadmap built on doing the right AI, and doing it right.

Beyond the Hype: KPMG’s Framework for Trusted AI in the Enterprise

In this episode of Consulting the Future, I’m joined by James Osborne, Chief Digital Officer at KPMG UK, to explore how one of the world’s largest professional services firms is approaching AI with clarity, intention, and scale. James shares what he’s learned in his first year as CDO, including the rollout of Ava, KPMG’s internal generative AI assistant now used by over 11,000 employees. We unpack how Ava is surfacing firmwide expertise, why adoption is about people before platforms, and how KPMG’s Trusted AI Framework is helping to embed ethical, human-centric principles into every use case. We also dig into: * The mindset shift required to move from AI hype to real-world impact * How the “Summer of AI” initiative reached 16,000 participants across 14 countries * The role of digital ninjas in driving cultural change * How AI is augmenting professionals rather than replacing them * Why KPMG is focused on curated knowledge and client-specific intelligence * Lessons learned from early adoption, including why managing expectations matters James also reflects on how AI can be both revolutionary and familiar, referencing the 1966 ELIZA chatbot as a reminder that hype cycles always have history. His advice to other organisations is simple: don’t wait to get started. Start small, stay pragmatic, and bring your people with you.

From Guesswork to Growth: Making Innovation Predictable with L.E.K. Consulting

Why do up to 90% of new product launches still fail, even in the age of AI? In this episode of Consulting the Future, I’m joined by Stuart Jackson, Vice Chair of L.E.K. Consulting and author of Predictable Winners, a new book that distills nearly four decades of innovation strategy into a practical framework for reducing failure rates in product and service development. Stuart shares the hard truths behind failed innovation efforts, from siloed thinking and unmanaged risk to the myth of the “big idea.” He also reveals what top innovators do differently and how AI is beginning to play a critical role in spotting demand signals, identifying unmet needs, and shaping smarter bets. We explore: * Why many great ideas still fail without systems to manage risk across the innovation lifecycle * How AI is improving forecasting, testing, and early-stage product screening * The power of external innovation strategies like acquisitions and licensing * Why speed matters, but discipline matters more * What established firms can learn from startups without falling for the “fail fast” trap * Real-world examples from litter robots to autonomous aircraft landings Whether you're building a startup, leading R&D, or navigating innovation inside a Fortune 500, this episode is packed with grounded insights to help you innovate with more clarity, more precision, and a lot less waste. If you want to shift from product guesswork to a repeatable innovation strategy, this is the place to start.

How PwC’s Brad Herndon Is Redefining Customer Data and Trust in the Age of AI

In this episode of Consulting the Future, I sit down with Brad Herndon, a partner in PwC’s Customer Transformation practice, to unpack the real-world challenges and opportunities at the intersection of customer data, AI, and marketing strategy. Brad draws on over 20 years of experience in data and analytics to explain why businesses still struggle to use their data effectively, what’s changing in the way customer information is collected and applied, and how organizations can evolve their personalization strategies without crossing into territory that risks trust. He also reflects on the shift from isolated data silos to more unified, audience-level insights that still respect privacy and consent. This conversation offers a clear-eyed look at the practical uses of AI, the limits of over-personalization, and the technologies helping companies move toward more relevant and respectful customer engagement. Brad also shares his thoughts on the value of slowing down, citing Cal Newport’s book Deep Work as a personal and professional inspiration for navigating this complex digital landscape. If you want to understand how customer-centric strategies are evolving inside real enterprises, and how firms like PwC are helping shape that future, this is the episode to hear.