Twenty years inside the world's best service organisations taught me one thing: the gap between a great experience and a mediocre one is rarely talent. It's infrastructure.

The tools to see clearly, decide well, and act consistently — most organisations simply don't have them.

I've led technology transformations at Mandarin Oriental and citizenM, built an AI venture from zero, and sat in enough C-suite rooms to know that the real problem is almost never what's on the agenda.

It's what nobody is saying out loud — the drift that accumulates quietly until someone finally notices.

Niji Labs is what I built to change that. A studio, not a consultancy.

We create frameworks that surface where organisations lose their way, and tools that remove the friction between good intentions and great service.

We work with a small number of organisations at a time — the ones ready to close the gap, not just talk about it.

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