How Publishing Failure Became a Foundation for Trust

Episode 139 | 22.12.2025

How Publishing Failure Became a Foundation for Trust

What an early Salesforce decision reveals about transparency, leadership, and trust in AI-driven organisations.

Listen to the full podcast episode on YouTube, Spotify, and Apple Podcasts.

Scene and context

As artificial intelligence moves into the centre of organisational life, trust is becoming a design problem. Decisions once made quietly by managers are now mediated by systems that prioritise, score, and recommend at scale.

Much of the current debate focuses on adoption speed and productivity gains.

Less attention is paid to how trust is built when machines act on behalf of organisations.

That question sits at the heart of this episode of The Responsible Edge, where the discussion turns repeatedly to a counter-intuitive idea. That trust is not built by hiding failure, but by making it visible.

 

A career shaped by things going wrong

For Steve Garnett, the mythology of seamless growth has never rung true. His career spans senior leadership roles at Oracle and Salesforce, both organisations that experienced moments of severe stress behind the scenes.

At Oracle in the early 1990s, weak discipline and misaligned incentives pushed the company close to collapse.

Survival depended on confronting uncomfortable truths rather than protecting appearances.

Those experiences shaped Steve’s instinct that systems fail, people make mistakes, and organisations reveal their values not when things work, but when they break.

 

The Salesforce decision

The most telling example came from Salesforce’s early cloud years. As customers moved critical data off-premise, system outages carried real consequences. When the platform went down, entire businesses felt it.

Leadership debated how much to disclose. The safer option was concealment. Instead, they chose exposure.

“We published all of it,” Steve said.

Every outage, every performance issue, every failure was made public. Not as a crisis response, but as a standing practice. Customers could see exactly when systems failed and for how long.

The decision was not framed as bravery. It was framed as consistency. Trust was a stated value. Publishing failure was how that value was operationalised.

 

Why this matters for AI

The article discussed during the episode, published by Cerkl, argues that AI is increasingly shaping company culture by filtering information and determining relevance.

Steve’s experience adds a sharper edge. When systems decide what people see, what they are measured on, or how they are prioritised, transparency becomes non-negotiable.

AI agents do not feel embarrassment. They do not intuit when silence erodes trust. If their decisions are hidden, confidence drains quietly.

What Salesforce learned through public failure now applies to AI systems operating inside organisations. If employees and customers cannot see how decisions are made, trust is replaced by suspicion.

 

Trust must be engineered

Steve argues that AI cannot be trusted by intention alone. It must be governed through what he describes as trust layers. Clear rules, visibility, and constraints that mirror human judgement.

A human sales leader knows not to upsell a customer whose system has just failed. An AI agent does not. That restraint must be designed.

Publishing system performance was one way Salesforce encoded values into operations. With AI, leaders must decide what transparency looks like when decisions are automated.

Dashboards, explanations, audit trails, and visibility into failure are not optional extras. They are how trust survives scale.

 

The tension leaders avoid

Many organisations fear transparency because it exposes imperfection. Steve’s experience suggests the opposite. Concealment magnifies risk.

AI will make more decisions faster, with greater distance from human judgement.

Without deliberate openness, leaders lose the ability to explain outcomes they are still accountable for.

The temptation will be to smooth results, protect confidence, and manage perception. The harder choice is to let people see where systems fall short.

That choice, Steve suggests, is where values become real.

 

Closing reflection

Publishing failure did not weaken Salesforce’s credibility. It strengthened it. Customers stayed because honesty replaced uncertainty.

As AI systems increasingly act on behalf of organisations, the same logic applies.

Trust will not be earned by perfection, but by visibility.

The leaders who understand this will not ask whether AI works. They will ask whether people can see it fail, and still choose to trust it.

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What the ESG Backlash Really Means for Business

Episode 138 | 15.12.2025

What the ESG Backlash Really Means for Business

Behind the quieter language and political pressure, why most companies are still holding their ground.

Listen to the full podcast episode on YouTube, Spotify, and Apple Podcasts.

From Certainty to Caution

Only a short time ago, ESG carried a sense of inevitability. Targets were announced. Frameworks multiplied. Public commitments became routine. Sustainability appeared embedded in corporate direction.

That certainty has since eroded. Political pressure has sharpened. Language once treated as neutral now carries risk.

Acronyms themselves have become contested. Some companies have softened how they speak. Others have fallen silent.

Yet the conditions that first drove sustainability have not eased. Supply chains remain exposed to water stress, land degradation, and labour instability. Climate risk continues to surface through insurance markets, regulation, and capital allocation. The contradiction is clear. The work persists, even as the confidence around it recedes.

 

A Career Built Inside Brands and Systems

Jonathan Hall is Managing Partner of Kantar’s Sustainable Transformation Practice. Over more than two decades, he has worked inside global brand and consulting organisations, observing how businesses respond to social and economic change.

Trained in modern languages at Oxford, Jonathan entered marketing through a fascination with culture and behaviour. His career took him across Europe and the United States, leading innovation, strategy, and consulting teams for multinational clients. Over time, sustainability moved from a peripheral concern to a central one in those conversations.

After returning to the UK, Jonathan chose to deepen his formal understanding of sustainability, completing postgraduate study at the Cambridge Institute for Sustainability Leadership. He then proposed the creation of a dedicated sustainability practice inside Kantar.

“I pitched the idea of launching a practice to the leadership,” Jonathan said.

“The exec signed that off, and very quickly we were off to the races.”

 

Launching Sustainability in a Crisis

The Sustainable Transformation Practice launched in March 2020, as the pandemic spread globally. The timing tested more than commercial viability. It tested whether sustainability inside a large organisation was a strategic commitment or a fair-weather initiative.

For Jonathan, the experience clarified what internal change requires.

“You are on amber alert all the time,” he said. “You’re constantly having to make the argument.”

Client demand proved decisive. Companies dependent on global supply chains were forced to confront fragility in real time. Sustainability ceased to be abstract. It became operational, material, and immediate.

 

What the Practice Does Now

Jonathan now leads Kantar’s Sustainable Transformation Practice, integrating sustainability into consumer insight, brand strategy, and organisational decision making. The work focuses on how people relate to brands not only as consumers, but also as citizens and employees.

Alongside client work, Jonathan advises academic institutions at Oxford and Cambridge, sits on the board of the water charity Water Unite, and works with global industry bodies. Across these roles, his view is consistent. Sustainability cannot remain a specialist function. It must operate horizontally across organisations.

 

Why Commitment Has Gone Quiet

Jonathan does not dismiss the ESG backlash. In his experience, a minority of companies are genuinely stepping back. These tend to be organisations whose commitments were fragile to begin with. At the other end, a smaller group is accelerating, treating sustainability as a source of long-term growth and competitive advantage.

Most companies sit in between. They continue investing, but speak less publicly about it.

“The language has changed,” Jonathan said. “Moving from morality and values to materiality, resilience, and being future fit.”

This shift reflects caution, but also maturity. Sustainability is increasingly framed as a business discipline rather than a moral position.

The deeper problem, Jonathan argues, lies in how sustainability has been communicated beyond specialist audiences. Technical terms, acronyms, and distant metrics have failed to build broader legitimacy. Meanwhile, opponents have framed powerful counter-narratives around cost, risk, and personal impact.

“When things come into my world,” he said, “that’s when behaviour changes.”

 

What the Backlash Is Really Testing

Jonathan is sceptical of incremental fixes. The pressures facing business are systemic, affecting insurance markets, infrastructure, regulation, and trust. Addressing them will require new business models, closer collaboration with government, and leaders willing to accept risk.

“We don’t have time for tinkering around the edges,” Jonathan said. “Systems will need to change fundamentally.”

The ESG backlash, in that sense, is not the end of corporate sustainability. It is a test of whether businesses are prepared to move beyond slogans and treat responsibility as a core operating reality.

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The New Demands of Regenerative Business

Episode 137 | 8.12.2025

The New Demands of Regenerative Business

As climate shocks intensify, the shift from sustainability to regeneration is gathering force. Consultant Zoe Duvall explains what this change means for organisations today.

Listen to the full podcast episode on YouTube, Spotify, and Apple Podcasts.

Scene and Context

Businesses in many sectors are finding that traditional sustainability is no longer enough. Insurance firms are pulling out of high risk regions. Food supplies are exposed to soil decline. Heat and flooding are disrupting infrastructure. These patterns frame Hannah Pathak’s article Beyond Sustainability: Businesses Embrace Regenerative Systems Thinking.

Hannah sets out a clear shift. Sustainability often meant doing less harm. Regeneration means strengthening the systems that companies rely on. She links this to Doughnut Economics and highlights examples in farming, construction and energy that show how restored systems create more stable value.

On the podcast, Zoe put it plainly.

Regeneration requires seeing how “health systems, economic, energy, food, social and planetary systems” are connected.

 

Formation and Early Influences

Zoe traces her worldview back to an experience at eleven, when she lost her father.

He had been “a serial entrepreneur” who once drew the praise of Bill Gates as “the most dynamic man he’d ever met.”

There was a cost behind that drive and his early death shaped her sense of limits and purpose.

A health scare later in life led her to pause her career and travel Europe in a campervan. She described learning “how to be more in tune with my body” and understanding that energy is finite.

These experiences influence how she works. They give her a sharp awareness of the tension between ambition and wellbeing, something she now sees across the sustainability field.

 

Turning Point

Zoe spent nearly eight years at Mott MacDonald in climate, ESG and strategy roles. Her LinkedIn profile shows work on net zero coalitions, ESG strategy and digital change before moving into climate risk and industry collaboration.

Her major turning point was contributing to the leadership of the second iteration of the Physical Climate Risk Appraisal Methodology (PCRAM), an industry first methodology, translating physical risk into a compelling case for investing in resilience.

Zoe was proud to have been involved in industry leading collaborations.

She said launching PCRAM at London Climate Action Week “gave me the confidence to start my independent practice.”

It showed her the power of shared methods and the value of collaboration across investors, engineers and policymakers.

 

The Work She Is Doing Now

Zoe now runs her own climate and sustainability advisory practice and is co founder of Overstory Earth, which helps city residents reconnect with nature.

Her focus is regenerative strategy. She stresses that regeneration does not rely on waiting for new technologies, but re-balance existing systems and practices.

“We have all of the tools already today.”

Hannah’s article supports this view with concrete examples. Regenerative agriculture restores soil health and improves yields. Energy companies shifting from fossil fuels to renewables are strengthening long term resilience. Construction firms using nature based materials are improving water retention and air quality.

Zoe gave a direct example from farming. Years of monocropping and tilling have caused “mass desertification” in parts of the United States.

When yields fell and the impact hit “the livelihoods” of farmers, many turned to regenerative practices.

The result was healthier soil and more reliable output.

 

The Tension

The largest challenge is time. Most organisations still operate on short cycles. Quarterly targets, investor expectations and internal promotion systems all pull leaders toward near term decisions.

Zoe captured the tension clearly. Businesses that want to exist “in fifty or a hundred years time” need to think on that scale.

Hannah’s article points to the same pressure. Regeneration depends on soil health, supply chain strength, stable communities and long term assets. These conditions do not fit neatly inside current reporting models.

A further tension sits inside the work culture itself. Zoe said that stepping into independent practice revealed a generous community of founders and freelancers.

“People are so generous with their time,” she said.

This collective mindset aligns more closely with regenerative thinking than the competitive structures found in many large organisations.

 

Closing Reflection

Asked what she would change about the commercial world, Zoe said she would give decision makers “goggles to really see into the future.”

The image is simple but sharp. Regeneration depends on choices made before systems fail. It requires clear sight of consequences and a willingness to act early.

Pathak’s article argues that regeneration is already within reach. Zoe’s experience shows what it looks like in practice. The question now is whether organisations can adjust their time horizons fast enough to match the pace of change around them.

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Decarbonising Fashion Supply Chains at Scale

Episode 136 | 1.12.2025

Decarbonising Fashion Supply Chains at Scale

Why fashion’s supply chains in South Asia are under pressure to cut emissions and how new models of finance and collaboration are starting to shift what is possible.

Listen to the full podcast episode on YouTube, Spotify, and Apple Podcasts.

Decarbonisation at ground level

Across South Asia, many garment factories sit at the centre of the global climate conversation. They produce for well known brands with public targets, yet they face a very different reality. Energy costs move quickly. Margins are tight. Access to capital can be difficult and in some markets the cost of borrowing is high. Many small and mid sized manufacturers do not have the resources or visibility to manage large scale change.

This is the landscape explored in this episode. Charlie is joined by Jamie Rusby, co founder of Generation 1, a platform that supports decarbonisation in fashion supply chains. The aim is to help factories move from ambition to action through planning tools, local delivery partners and investment that removes the need for upfront capital. Jamie describes it as a practical way to support manufacturers who want to move but face structural barriers.

The conversation builds on a recent World Economic Forum article that calls for new forms of supply chain finance. The idea is that isolated projects are not enough and that companies will need long term, structured investment across a portfolio of suppliers. It is a clear argument, yet the real conditions inside factories and procurement teams show how complex that shift can be.

 

A career shaped by long supply chains

Jamie’s view of the problem has been shaped by more than twenty years in sustainability roles. He began his career at Forum for the Future, CoreRatings and Context Group before joining the IKEA Group in 2012. At IKEA he worked on policy, strategy and communication during a period of major organisational change.

One moment from that time stands out. IKEA had proposed that all wood used in its products should come from certified or recycled sources. Many believed the company could not reach one hundred percent. Jamie recalls the internal debate. He says,

“If you set a goal that is fifty percent, then you can decide which side of the fifty percent you are on. But if you set a hundred percent goal, then there is no unclarity around where you sit.”

The target was eventually met, and the experience shaped his view that many limits are practical rather than fixed.

Later, as Group Director Sustainability at VELUX, he worked on material decarbonisation and long term science based targets. During that period VELUX removed plastic from its packaging and shifted to a cardboard based solution. The climate impact was small, but the organisational impact was significant. Teams from design, manufacturing and marketing worked together and saw that change at pace was possible.

Jamie describes this shift in perspective as a personal journey too. He says,

“I used to describe myself as frustrated but optimistic, but now I describe myself as determined.”

The change reflects his belief that the core barriers to decarbonising supply chains are real but solvable.

 

Turning climate ambition into something operational

Generation 1 was founded to help brands and factories act on the ground. The model combines planning, implementation and finance into one service for manufacturers and consumer goods brands.

The planning stage helps factories identify practical options for reducing emissions. It also helps brands build a clearer picture of their supply networks. The delivery stage relies on local partners in Bangladesh and Nepal who install and maintain equipment. Rooftop solar is often the first step because it offers predictable savings and works well with garment production schedules.

The finance stage is designed to remove barriers for manufacturers. Many factories hesitate to invest because orders shift and capital is expensive. Jamie and his co founders partnered with an impact fund to provide affordable investment that does not require upfront cost. This creates the conditions for long term planning while keeping cash flow positive from the start.

Jamie explains why this matters. He says,

“These companies have many priorities. They employ thousands of people and need to meet customer needs. Decarbonising becomes another priority, so it needs structure for it to move.”

This structure allows brands and suppliers to work across multiple projects rather than one at a time.

 

Finance, power and the reality inside factories

The World Economic Forum article argues for programmatic supply chain finance. It suggests that buyers should form large portfolios of supplier projects in order to attract institutional investors. Jamie agrees with the ambition but questions whether most companies have the leverage or internal capacity to adopt such a model.

He notes that many factories operate under significant pressure. Some employ thousands of people and produce millions of garments each week. They prioritise stability, employment and customer expectations. Adding complex decarbonisation projects without support can feel unrealistic. Jamie says,

“They see the risks of climate change, but for it to be a priority you need a strong customer who can help drive it forward as part of a program.”

Trust is also a recurring theme. Years of cost pressure and short term purchasing have shaped relationships between brands and manufacturers. Jamie’s view is that responsibility begins by understanding this context. Manufacturers want to decarbonise, but the system often gives them few options. Brands carry targets but may lack visibility into lower tier suppliers. Programmatic finance can only work if both sides see value and if the structure feels fair.

 

A quieter form of determination

As the conversation closes, Charlie asks what gives Jamie confidence that large scale change is possible. Jamie returns to the idea that the barriers are less about technology and more about coordination. He says,

“These are not insurmountable barriers, but they are real barriers because we have got used to a way of working that we need to change.”

His hope is that more organisations will adopt collaboration as a practical tool rather than a slogan. He believes progress will come from long term partnerships, clear goals and shared structures. The moral thread is quiet but present. Real responsibility grows from understanding conditions on the ground and designing solutions that fit them.

 

Closing reflection

Fashion supply chains have become a central arena for climate action. Manufacturers operate under pressure, yet they control many of the levers needed to cut emissions. Brands hold public targets but depend on suppliers for delivery. The path forward will require finance that supports long term action and programs that help teams build trust across the value chain.

This episode suggests that responsibility is not theory. It is a sober understanding of what is possible when teams work with the real conditions in front of them. Decarbonisation becomes more credible when ambition meets structure, and when change is designed to work for the people who must carry it.

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Why SMEs Can’t Ignore Sustainability Any Longer

Episode 135 | 24.11.2025

Why SMEs Can’t Ignore Sustainability Any Longer

A clear look at why supply-chain pressure is reshaping the future for small businesses.

Listen to the full podcast episode on YouTube, Spotify, and Apple Podcasts.

A Shift That Is Quiet but Serious

The conversation with sustainability strategist Jonathan Wragg takes place inside Bramall Lane in Sheffield. It is a calm setting for a discussion that affects thousands of small businesses. Jonathan has worked in sustainability roles across multiple industries for almost two decades, and he sees a pattern forming. Large organisations are asking harder questions about the suppliers they rely on, and they expect real answers.

He puts it plainly.

“By your business not being more sustainable, you are seen as a high risk supplier.”

For SMEs, this change arrives quickly. Many work with short planning cycles and tight margins. They see sustainability as something to improve when time allows. Their biggest customers see it as a decision point today.

 

A Career Built on Work, Chance and Values

Jonathan describes his route into sustainability as accidental. He joined the Royal Navy at sixteen and learned discipline, teamwork and a sense of duty.
“They give you a sense of doing the right thing when nobody is looking,” he says.

After leaving the Navy, he moved through plastics, packaging, manufacturing and global supply chains. His LinkedIn record shows senior roles in governance, supply-chain oversight and ESG development across more than forty countries.

Throughout this journey, he developed a skill that shapes his work today. He learned how to translate complex sustainability language into something people can understand.

“One of the things that I do best is the translation of sustainability,” he says.

This is the basis of his work with Ltt Group, the consultancy he co-founded to support SMEs.

 

The Turning Point That Changes Everything

Jonathan believes the era of vague sustainability claims is over. Small businesses once relied on broad statements in tenders and sales meetings. They are now challenged directly.

“If somebody tells me something, my response is prove it,” he says. “If you cannot, I am not going to buy off you.”

Corporate sustainability teams are now involved in procurement. They review carbon data. They check policies. They assess risk. They can see when language is used as decoration rather than substance.

Jonathan also points to the influence of investors. “Investment in ESG has gone up to around 19 trillion dollars globally,” he says.

“Politics works in three year cycles. Finance works in longer cycles.”

In other words, the pressure is structural. It will not disappear.

 

Helping SMEs Take Action Without Guesswork

Ltt Group works with SMEs by starting where the risk is most visible. “The first thing we do is work with the sales team,” Jonathan explains. “We identify the clients you have right now and what risk you have.”

If a single corporate buyer represents sixty percent of revenue, that is a direct vulnerability.

“If they stop using you, they will switch off the tap,” he says.

The support that follows is practical.

  • A clear emissions baseline
  • Honest policies and data
  • Basic governance
  • Social value reporting
  • Straightforward language
  • A timeline that can be tracked

Jonathan encourages SMEs to focus on accuracy rather than perfection. “It is about the journey you are on,” he says. “Be honest about where you are.”

 

The Moral and Commercial Tension

Jonathan speaks openly about a larger tension that sits behind this shift. Many SMEs feel overwhelmed. They face rising costs, labour shortages and daily operational challenges. Yet their customers are moving ahead with stronger sustainability expectations.

“Everybody just wants to grow,” he says. “The only way business can grow now is by being more sustainable.”

He also worries about the impact on communities if local suppliers fail to keep up.

“If businesses in Sheffield lose their big contracts, the unemployment impact is huge,” he says. “That terrifies me.”

This is the heart of his work. Sustainability is not only about targets. It is about livelihoods.

 

Why Procurement Will Shape the Future

Jonathan believes the next decade will be shaped more by procurement than by politics. He gives an example of a company that weighted a major tender ninety percent on CSR. Prices fell because suppliers understood the scoring and aligned to it. “It improved everything,” he says.

His own idea for faster progress is simple.

“Minimum sixty percent scoring on CSR with named accreditations,” he says. “Hold people to account.”

Clear expectations allow suppliers to plan, grow and compete on a level field.

 

The Takeaway

Jonathan’s message to SMEs is practical and direct. Waiting will not protect you. The market has moved, and it rewards those who can show what they are doing.

“By being more sustainable, you lower your risk. You protect your future,” he says.

 

Closing Reflection

The setting at Bramall Lane makes the conversation feel grounded in a real place and a real community. It is a reminder that responsible business is not a slogan. It shapes jobs, supply chains and the confidence of local regions.

For SMEs, sustainability is becoming a basic part of running a secure and resilient business. Proof has become a form of trust. And trust is now a condition for growth.

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