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<figure id="figure-lxgv7mxe6mfqx676l" class=""><img id="lxgv7mxe6mfqx676l" src="https://media.gettyimages.com/id/1490892211/photo/artificial-intelligence-science-technology-and-innovation-big-data-technology-and-data.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=BRykMseHi--HnlhDgNin7CmaOCsfb1NW1pO2gRt7qDs=" alt="Artificial intelligence science, technology and innovation.Big data technology and data science. Machine learning and artificial Intelligence(AI)." title="Artificial intelligence science, technology and innovation.Big data technology and data science. Machine learning and artificial Intelligence(AI)." class="object-cover bg-gray-100" style="aspect-ratio: 16/9; object-position: center center;" data-corners="default" data-aspect="16:9" data-caption="" data-positionx="undefined" data-positiony="undefined" data-fullwidth="false" data-mce-src="https://media.gettyimages.com/id/1490892211/photo/artificial-intelligence-science-technology-and-innovation-big-data-technology-and-data.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=BRykMseHi--HnlhDgNin7CmaOCsfb1NW1pO2gRt7qDs=" data-mce-style="aspect-ratio: 16/9; object-position: center center;"></figure><h2>The New Ops Playbook: From Incident Chaos to Self-Healing Systems</h2><p>For many organisations, the last eighteen months have marked a tipping point. What used to be cautious conversations about the potential of automation and digital transformation are now practical discussions about deployment at scale. Boards and operational leaders alike are realising that incidents are not rare “black swans”&nbsp; they are a daily reality. The challenge is how to keep delivering resilience while freeing up time to innovate.</p><figure id="figure-zdc6kexd6mmfr0o66m"><img id="zdc6kexd6mmfr0o66m" src="https://media.gettyimages.com/id/2215621964/photo/3d-data-visualization-with-digital-grid-and-binary-code.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=Dm0mpJ_A-ZJFWDPlEO5hFrrV-C_oYLbJHNy1w3q5jSc=" alt="" title="" class="object-cover bg-gray-100 " style="aspect-ratio: 16/9; object-position: undefined undefined;" data-corners="default" data-aspect="16:9" data-caption="" data-positionx="undefined" data-positiony="undefined" data-fullwidth="false" data-mce-src="https://media.gettyimages.com/id/2215621964/photo/3d-data-visualization-with-digital-grid-and-binary-code.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=Dm0mpJ_A-ZJFWDPlEO5hFrrV-C_oYLbJHNy1w3q5jSc=" data-mce-style="aspect-ratio: 16/9; object-position: undefined undefined;"></figure><h3>Complexity is the default</h3><p>Systems are more interconnected than ever: cloud sprawl, security risks, continuous deployments, legacy integrations, rising customer expectations. Add to this a steady stream of new initiatives and the result is a web of complexity that even the most capable teams struggle to manage. In fact, studies suggest that more than half of developer time is consumed not by innovation but by managing operational issues.</p><figure id="figure-6e3tccpu92mfr0p2ok"><img id="6e3tccpu92mfr0p2ok" src="https://media.gettyimages.com/id/2162330093/photo/planning-strategy-concept-strategic-vision-golden-chess-pawn-with-strategy-diagram-3d.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=tROgvksBzBsP49VGWWQGo7Sa1UeYiuWFyRhIskeXhOk=" alt="" title="" class="object-cover bg-gray-100 " style="aspect-ratio: 16/9; object-position: undefined undefined;" data-corners="default" data-aspect="16:9" data-caption="" data-positionx="undefined" data-positiony="undefined" data-fullwidth="false" data-mce-src="https://media.gettyimages.com/id/2162330093/photo/planning-strategy-concept-strategic-vision-golden-chess-pawn-with-strategy-diagram-3d.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=tROgvksBzBsP49VGWWQGo7Sa1UeYiuWFyRhIskeXhOk=" data-mce-style="aspect-ratio: 16/9; object-position: undefined undefined;"></figure><h3>Why the playbook is shifting</h3><p><br>Two years ago, executives tended to be bullish about new technology while frontline teams were more sceptical. That gap has narrowed. Leaders have seen credible use cases emerge: incidents resolved faster, repetitive fixes automated, and new practices turning reactive firefighting into proactive improvement. The conversation has matured from “if” to “how.”</p><figure id="figure-x5lzlmkr7mfr0qkey"><img id="x5lzlmkr7mfr0qkey" src="https://media.gettyimages.com/id/2220794665/photo/incident-management-system-technology-concept-a-person-holding-tablet-with-interface-incident.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=FMXB9oX56pNEnVn9aQCcKlLjLB39W3J6hnd3lvUMIPE=" alt="" title="" class="object-cover bg-gray-100 " style="aspect-ratio: 16/9; object-position: undefined undefined;" data-corners="default" data-aspect="16:9" data-caption="" data-positionx="undefined" data-positiony="undefined" data-fullwidth="false" data-mce-src="https://media.gettyimages.com/id/2220794665/photo/incident-management-system-technology-concept-a-person-holding-tablet-with-interface-incident.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=FMXB9oX56pNEnVn9aQCcKlLjLB39W3J6hnd3lvUMIPE=" data-mce-style="aspect-ratio: 16/9; object-position: undefined undefined;"></figure><h3>The new playbook recognises three realities:</h3><ul><li><strong>Incidents are inevitable</strong>. Disruptions will continue to occur; pretending otherwise is wishful thinking.</li><li><strong>The pace of change is accelerating</strong>. Code is shipped faster than ever, and operational teams must keep up.</li><li><strong>Time is finite</strong>. Every hour spent on manual triage is an hour not spent on innovation, customer experience, or revenue growth.</li></ul><figure id="figure-0stq9jgehdmfr0v4b4"><img id="0stq9jgehdmfr0v4b4" src="https://media.gettyimages.com/id/2165215960/photo/resilience-and-business-concept-hands-holding-the-earth-with-the-word-resilience-highlighted.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=L-4eDz71ifpKBMjEVvi4mA9iYkN_EOdk4BNXRodggyM=" alt="" title="" class="object-cover bg-gray-100 " style="aspect-ratio: 16/9; object-position: undefined undefined;" data-corners="default" data-aspect="16:9" data-caption="" data-positionx="undefined" data-positiony="undefined" data-fullwidth="false" data-mce-src="https://media.gettyimages.com/id/2165215960/photo/resilience-and-business-concept-hands-holding-the-earth-with-the-word-resilience-highlighted.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=L-4eDz71ifpKBMjEVvi4mA9iYkN_EOdk4BNXRodggyM=" data-mce-style="aspect-ratio: 16/9; object-position: undefined undefined;"></figure><h3>From firefighting to resilience</h3><p><br>Organisations that thrive are those that deliberately rebalance their efforts:</p><ul><li><strong>Reduce unplanned work</strong>. Push routine and repeatable issues into structured responses, freeing teams from late-night firefights.</li><li><strong>Empower responders</strong>. Equip frontline staff with the right context, knowledge, and tools so they can act quickly without endless hand-offs.</li><li><strong>Institutionalise learning</strong>. Treat post-incident reviews as opportunities to build reusable fixes and golden paths, rather than one-off documents.</li><li><strong>Design for flow</strong>. Keep engineers focused on building and innovating by shielding them from noise and distraction.<br></li></ul><h3>Case studies to learn from</h3><p>Across industries, leaders are showing what “better” looks like:</p><ul><li><strong>Global transport and travel firms</strong> have streamlined how they handle tens of thousands of operational events each day, carving out thousands of engineering hours for higher-value work.</li><li><strong>Digital platforms </strong>are standardising development paths and embedding continuous learning into their technical teams, ensuring innovation doesn’t come at the cost of resilience.</li><li><strong>Telecoms giants </strong>have demonstrated that “operations as code” can radically increase release cadence — from dozens per month to hundreds — by unlocking time previously trapped in incident churn.</li></ul><p>The specific technologies vary, but the common thread is clear: automation, intelligent operations, and new ways of working are giving time back to teams and strengthening resilience.</p><figure id="figure-dv1ngq0rt7mfr0x6p0"><img id="dv1ngq0rt7mfr0x6p0" src="https://media.gettyimages.com/id/2004490120/photo/unhappy-overwhelmed-business-woman-looking-at-dashboard.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=9WEtAZhbg7I3auTHzdIY00luRlWsZMlEuxAQLz3-Cv8=" alt="" title="" class="object-cover bg-gray-100 " style="aspect-ratio: 16/9; object-position: undefined undefined;" data-corners="default" data-aspect="16:9" data-caption="" data-positionx="undefined" data-positiony="undefined" data-fullwidth="false" data-mce-src="https://media.gettyimages.com/id/2004490120/photo/unhappy-overwhelmed-business-woman-looking-at-dashboard.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=9WEtAZhbg7I3auTHzdIY00luRlWsZMlEuxAQLz3-Cv8=" data-mce-style="aspect-ratio: 16/9; object-position: undefined undefined;"></figure><h3>Planned vs unplanned work: the metric that matters</h3><p><br>It’s tempting to obsess over metrics like MTTR (mean time to resolve). But the bigger prize is shifting the balance between planned and unplanned work. Planned work drives strategy, customer value, and innovation. Unplanned work consumes energy, causes burnout, and erodes resilience.</p><p>Every organisation should ask: <em>What percentage of our capacity is lost to unplanned work, and what will we do about it?</em></p><figure id="figure-eu51t0xh5mfr151u9"><img id="eu51t0xh5mfr151u9" src="https://cdn.durable.co/blocks/13THJc36CE2Eajd3JfqBJA5LBWtNXmlPn1nNam0awZp31RrpgH0KkFEf53QCR4LO.png" alt="JG reimagined" title="JG reimagined" class="object-cover bg-gray-100 " style="aspect-ratio: 3/2; object-position: 50% 35%;" data-corners="default" data-aspect="3:2" data-caption="" data-positionx="50%" data-positiony="35%" data-fullwidth="false" data-mce-src="https://cdn.durable.co/blocks/13THJc36CE2Eajd3JfqBJA5LBWtNXmlPn1nNam0awZp31RrpgH0KkFEf53QCR4LO.png" data-mce-style="aspect-ratio: 3/2; object-position: 50% 35%;"></figure><h3>Where I fit in</h3><p>Contrary to the photo (AI powered!), my core focus is organisational redesign, growth, and performance enhancement, underpinned by business process improvement. My involvement in back-office IT stacks and wider operations has grown naturally from this work, often through client requests and the realities of BPI initiatives. I don’t position myself as a systems consultant. My expertise lies in spotting operational opportunities, shaping organisational models, and helping leaders align people, processes, and technology.</p><p>The platforms, from established incident management suites to emerging AI-assisted tools, are already out there. But without the right structures, ownership, and cultural approach, their potential goes unrealised. That’s where I come in. I work alongside leading partners who provide the technology foundations, while I ensure the conditions for success: clear accountabilities, strong feedback loops, and a roadmap that balances resilience with growth.</p><h3>The opportunity ahead</h3><p>The pace of change in operations isn’t slowing down. Customer expectations, security threats, and the complexity of digital ecosystems are only rising. The organisations that will win are those that:</p><ul><li>Accept complexity as the norm.</li><li>Reduce unplanned work by standardising and automating the repeatable.</li><li>Invest in resilience not just as an IT goal, but as a business imperative.</li><li>Align their people and processes to make the most of new tools and approaches.</li></ul><p><strong>Bottom line:</strong>&nbsp;The new playbook isn’t about chasing every shiny tool. It’s about shifting the balance, from chaos to resilience, from firefighting to foresight, and from incident management to intelligent operations. Technology alone won’t get you there. Success comes from redesigning organisations, improving processes, and creating the right structures so new approaches can stick.</p><p>That’s where I help. If you’re looking to reduce unplanned work, strengthen resilience, and free your teams to focus on growth, let’s talk, give me a call or drop me a line to explore how we can shape the right playbook for your organisation.</p>

AI in Operations - From Chaos to Self Healing

<figure id="figure-llkavmx4fpmfi3yfuq"><img id="llkavmx4fpmfi3yfuq" src="https://cdn.durable.co/blocks/17SiYNQmdtpiG0SeXwzK628pTCKryvQ6lHM7EG19QFQQycxBhPDk8SCJuA03JOWU.png" alt="3D illustration for Polygon hand touches mirrored data in cyberspace" title="3D illustration for Polygon hand touches mirrored data in cyberspace" class="object-cover bg-gray-100 " style="aspect-ratio: 16/9; object-position: undefined undefined;" data-corners="default" data-aspect="16:9" data-caption="" data-positionx="undefined" data-positiony="undefined" data-fullwidth="false" data-mce-src="https://cdn.durable.co/blocks/17SiYNQmdtpiG0SeXwzK628pTCKryvQ6lHM7EG19QFQQycxBhPDk8SCJuA03JOWU.png" data-mce-style="aspect-ratio: 16/9; object-position: undefined undefined;"></figure><h2>GPT in Service Businesses: From Buzzword to Business Value</h2><h3>Introduction: Cost Pressures Demand New Solutions</h3><p>Wages are rising. Margins are tight. Compliance demands keep growing and through it all, leaders are expected to do more with less.&nbsp; At the same time, customer expectations continue to climb. They want faster service, fewer mistakes, and a consistent experience every time.</p><p>The usual fix has been to bring in more people. More HR support, more compliance officers, more legal input. But with costs already stretched, that approach just isn’t viable anymore.</p><p>This is where the next generation of operational GPT tools can make a real difference. When trained on your own systems, policies and brand voice, they go beyond reducing admin work. They bring speed, consistency and trust to your operations, often at a fraction of the cost.</p><h3>Where GPT Delivers Immediate Value</h3><figure id="figure-mmh8hey0rmfi44etw"><img id="mmh8hey0rmfi44etw" src="https://cdn.durable.co/blocks/299xM8RFfeXwekc6mpPAzFqjqHJGsOTNm3opprojLXZrDlH0cZeBju74jF0pyPOG.png" alt="" title="" class="object-cover bg-gray-100 " style="aspect-ratio: 16/9; object-position: undefined undefined;" data-corners="default" data-aspect="16:9" data-caption="" data-positionx="undefined" data-positiony="undefined" data-fullwidth="false" data-mce-src="https://cdn.durable.co/blocks/299xM8RFfeXwekc6mpPAzFqjqHJGsOTNm3opprojLXZrDlH0cZeBju74jF0pyPOG.png" data-mce-style="aspect-ratio: 16/9; object-position: undefined undefined;"></figure><p>The clearest business cases I’ve seen are in HR and QHSE. These are areas with a high volume of enquiries and bottlenecks created by limited specialist resource. GPTs can provide near-instant answers, freeing up teams to focus on people rather than paperwork.</p><p>Take one simple example: toolbox talks. Traditionally, creating one after an incident or near miss might take hours and often get delayed because operational managers are firefighting elsewhere.</p><figure id="figure-jcvot44ijkmfi4c138"><img id="jcvot44ijkmfi4c138" src="https://cdn.durable.co/blocks/21gSFOgFkjgnpPDSKLmAaVW4PMDtHLt42wX8YvwP9nRdK4hAMtdFmhh3rd3GySC2.png" alt="" title="" class="object-cover bg-gray-100 " style="aspect-ratio: 16/9; object-position: center center;" data-corners="default" data-aspect="16:9" data-caption="" data-positionx="undefined" data-positiony="undefined" data-fullwidth="false" data-mce-src="https://cdn.durable.co/blocks/21gSFOgFkjgnpPDSKLmAaVW4PMDtHLt42wX8YvwP9nRdK4hAMtdFmhh3rd3GySC2.png" data-mce-style="aspect-ratio: 16/9; object-position: center center;"></figure><p>With a GPT, that process takes minutes. Managers enter a scenario and receive a compliant, ready-to-use toolbox talk. The speed boosts safety engagement and removes excuses for inaction.</p><p>Then there's Legal. Asking for advice usually means a bill. GPTs trained on your contracts can handle first-line reviews, flag risks, and suggest alternatives, cutting costs without losing control.</p><p>In Business Development, these tools help bid teams draft proposals and gather insights. They build from your service portfolio, case studies, and client language to deliver faster, more consistent, on-brand outputs.</p><h3>The Real Differentiator: Customisation</h3><p>Generic ChatGPT has its uses. But for service businesses with specific compliance needs, brand standards, and customer expectations, it’s only a starting point.</p><p>The real value comes when you train a GPT on your own policies, procedures, and tone of voice. That’s what makes the output not just accurate, but aligned with how your organisation thinks, speaks, and operates.</p><p>I often put it to boards like this: you wouldn’t send a new hire off to handle client queries without any training. The same goes for a GPT. It needs to be onboarded, just like a team member, so it understands how you work.</p><p>That’s when the responses start sounding like they came from your own people, not a search engine.</p><figure id="figure-782657ljq7mfi4ee0e"><img id="782657ljq7mfi4ee0e" src="https://cdn.durable.co/blocks/3SteH4jESWotuWVIGanM8gv6qDEId4jakfqyMiJm4y6TEvIY4IOY0uSJNVEI45DK.png" alt="" title="" class="object-cover bg-gray-100 " style="aspect-ratio: 16/9; object-position: center center;" data-corners="default" data-aspect="16:9" data-caption="" data-positionx="undefined" data-positiony="undefined" data-fullwidth="false" data-mce-src="https://cdn.durable.co/blocks/3SteH4jESWotuWVIGanM8gv6qDEId4jakfqyMiJm4y6TEvIY4IOY0uSJNVEI45DK.png" data-mce-style="aspect-ratio: 16/9; object-position: center center;"></figure><h3>Building Trust in AI Tools</h3><p>Even the smartest tool won’t make a difference if people don’t trust it. In my experience, three things really help:</p><ul style="list-style-type: square;" data-mce-style="list-style-type: square;"><li>Oversight – making sure managers know there’s still a human in the loop.</li><li>Training – helping teams learn how to ask better questions to get better&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;answers.</li><li>Transparency – being clear about where the GPT is pulling its knowledge from.</li></ul><p>When those elements are in place, trust tends to build on its own and adoption picks up quickly.</p><figure id="figure-cd0574eg0emfi4flqd" class=""><img id="cd0574eg0emfi4flqd" src="https://media.gettyimages.com/id/1364371014/photo/risk-management-and-mitigation-to-reduce-exposure-for-financial-investment-projects.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=Hn6msq4aYep1e9575KZhi__KsfEijB29XNuDzu2SS2c=" alt="Risk management and mitigation to reduce exposure for financial investment, projects, engineering, businesses. Concept with manager's hand turning knob to low level. Reduction strategy." title="Risk management and mitigation to reduce exposure for financial investment, projects, engineering, businesses. Concept with manager's hand turning knob to low level. Reduction strategy." class="object-cover bg-gray-100" style="aspect-ratio: 16/9; object-position: undefined undefined;" data-corners="default" data-aspect="16:9" data-caption="" data-positionx="undefined" data-positiony="undefined" data-fullwidth="false" data-mce-src="https://media.gettyimages.com/id/1364371014/photo/risk-management-and-mitigation-to-reduce-exposure-for-financial-investment-projects.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=Hn6msq4aYep1e9575KZhi__KsfEijB29XNuDzu2SS2c=" data-mce-style="aspect-ratio: 16/9; object-position: undefined undefined;"></figure><h3>What About the Risks?</h3><p>Boards are right to ask. The most common concerns are:</p><p>Data privacy, which is easily handled by using enterprise versions like GPT for Teams. These keep your data ringfenced and out of any public training.<br>Over-reliance, which is addressed through good training, regular checks, and a clear culture of responsibility.</p><p>Like any tool, GPT works best when it’s applied thoughtfully and managed well.</p><h3>Why This Matters</h3><p>For boards and investors, GPT offers a way to scale without growing headcount at the same pace. For operational leaders, it’s a chance to reduce bottlenecks, stay compliant, and free up teams to focus on higher-value work.</p><p>The opportunity is to stop treating AI as an experiment and start embedding it as a trusted part of daily business life. Done well, GPTs don’t replace people, they amplify them.</p><figure id="figure-2yfem1dljmfi4rcp4"><img id="2yfem1dljmfi4rcp4" src="https://media.gettyimages.com/id/1778219835/photo/infographics-data-analysis-by-artificial-intelligence.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=U62IT-zHN0C3swj3PYrXKDlIaxzMB9ZBXepmF2Mbnlo=" alt="Infographics data analysis by artificial intelligence." title="Infographics data analysis by artificial intelligence." class="object-cover bg-gray-100 " style="aspect-ratio: 16/9; object-position: center center;" data-corners="default" data-aspect="16:9" data-caption="" data-positionx="undefined" data-positiony="undefined" data-fullwidth="false" data-mce-src="https://media.gettyimages.com/id/1778219835/photo/infographics-data-analysis-by-artificial-intelligence.jpg?b=1&amp;s=2048x2048&amp;w=0&amp;k=20&amp;c=U62IT-zHN0C3swj3PYrXKDlIaxzMB9ZBXepmF2Mbnlo=" data-mce-style="aspect-ratio: 16/9; object-position: center center;"></figure><h3>Closing Thought</h3><p>GPTs are already reshaping how service businesses operate. The leaders who move early will set the standard for speed, trust, and consistency in their markets.</p><p>Where do you see GPTs making the biggest difference first, HR, Legal, QHSE, or Business Development?</p><p>f you want to discuss how AI could create value in your business, let’s connect. Book a consultation today and explore how tailored GPTs can streamline operations, unlock growth, and give your business a competitive edge.</p>

GPT in Service Businesses: From Buzzword to Business Value

Gilding Syntra Advisory

Gilding Syntra Advisory is a UK-based consultancy led by a Chartered Management Professional, specialising in strategy, transformation, and commercial growth. We help service-based businesses harness strategic clarity, AI-enabled tools, and automation to turn complex challenges into scalable solutions.

Our expertise spans organisational redesign, sales channel development, tender processes, and bid management, alongside leadership alignment, cultural development, and operational excellence. From strategy through to execution, we deliver practical, hands-on support that drives sustainable growth and measurable results.