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A 12 week series and podcast · Demo series
The Ident Series
How to identify dead company culture in the age of AI and agentic work. One part of the business each Monday, until 21 December 2026.
Latest · Week 3 of 12
Customer service: where AI meets your culture first
Inconsistent policies, unwritten exceptions, conflicting instructions, and what happens when AI agents have to respond without the benefit of someone's experience.
Episode 3: solo, 6:04
0:006:04
How it works
AI does what's written down. Culture often isn't.
Each week takes one part of the business and asks the same five questions. It isn't about AI destroying culture: AI shows you the gap between what you say and what you do, faster. By week 12 you have the whole picture on one page.
- 1What does the company say?
- 2What's actually written down?
- 3What really happens?
- 4What happens when AI gets involved?
- 5Where does the problem travel next?
Coming up
- 04Team leaders: the translation layer26 Oct 2026
- 05Sales: the promises nobody wrote down2 Nov 2026
- 06Marketing: when AI writes in a voice you never agreed on9 Nov 2026
- 07Operations: the exceptions that only lived in people's heads16 Nov 2026
- 08Finance: what you measure is what you believe23 Nov 2026
- 09People and HR: values that never reach onboarding30 Nov 2026
- 10Technology: giving agents permissions your culture can't explain7 Dec 2026
- 11Product and delivery: standards nobody can find14 Dec 2026
- 12The culture map: putting it all togetherFinale · 21 Dec 2026
Your culture map The departments covered so far, and how they connect
Get each week of the Ident Series.
One email every Monday for 12 weeks: the full article, the episode and the downloads. Build your map as you go.