Turkish chef Nusret Gökçe aka Salt Bae sprinking AI on stuff (Screengrab from https://www.instagram.com/p/BO9dI9ujWNI/ )

New technology is not going to suddenly make all the challenges facing an organisation disappear overnight. Why? Because more often than not, those challenges are social not technological. Technology alone rarely solves ‘people problems’.

» Work continues after the project ends — plan for the ongoing support of your product

» A support team deals with user queries, incidents and ongoing improvement of the product

» Great user support is an expectation, not a nice-to-have

» Feedback from user support can identify areas of product improvement