Notes from delivery
What we keep learning on operator programmes
Notes on security, document data, and loyalty — written for the people who have to run the stack after go-live, not for a launch deck.
Subscriber data is a programme, not a policy PDF
How billing, CRM, and digital channels share a customer — and why access design has to travel with them.
When a customer record is a document, stop forcing a table
MongoDB in CX programmes only works if identifiers still match CRM and billing.
Loyalty that finance can read on a Tuesday
Earn rules, campaign grants, and billing reversals have to be the same story.