Customer Experience Having the Customer at the Center of Your Business


Focus on the customer matters more than any other strategic imperative, customer experience is source of both decreased costs and increased revenue

How Leaders Create Conditions for Change


Leaders can not dictate the culture, but they can nurture it. they can create the right conditions for change, creativity and innovation. Leader can multiply the effect of a team. Liz Wiseman interviewed more than 150 leaders to research her book Multipliers: How the best leaders make everyone smarter. Leaders who are multipliers can double … Continue reading How Leaders Create Conditions for Change

Stop Planing and Start Acting


Being creative and innovative is not enough, you still need to act. Many people get stuck between wanting to act and taking action. Professors Bob Sutton and Jeffrey Pfeffer call this the "knowing-doing gap": the space between what we know we should do and what we actually do. This cal lead the company to have … Continue reading Stop Planing and Start Acting

Change and Negotiation


When people think about negotiation, they immediately think of having to influence someone else but Erica Ariel Fox says you have to manage yourself first. She introduces the big four concept: Your Dreamer, or inner CEO. This part of you operates on intuition, and imagines big possibilities for the future Your Thinker, or inner CFO. This part … Continue reading Change and Negotiation

Strategy and Customer Understanding


Your customer experience must support your corporate strategy. You need to work and focus on defining the customer experience that best aligns with: corporate vision, target market value proposition, your products & services unique strengths (competitive advantage) financial objectives core values Be aware that the wrong customer experience would confuse your customers and send them … Continue reading Strategy and Customer Understanding

Personal Touch of Innovation


There are plenty of organisations that have fully embrace innovation as the essence of their business model. An example is 3M defines innovation as "New ideas plus action or implementation which results in an improvement, a gain or a profit". It is not enough to have a good idea only when you act, implement and … Continue reading Personal Touch of Innovation

Business and Poker


Tony Hsieh is one of the most important business leaders of our time, in his book Delivering Happiness he explain how Zappos is built on branding, culture and pipeline as the only competitive advantage that Zappos will have in the long run. In the chapter 3 of the book, Tony clearly defines the lessons he … Continue reading Business and Poker

Change Management Resources, Processes and Values


Reading about innovation and disruptive change, I found an important point: Authors Christensen and Overdorf give an overview of how companies fail to meet disruptive change as they don’t make an assessment of the organisation’s capabilities and limitations. They give a framework that helps in such assessment and concluded that "three factors affect what an organisation … Continue reading Change Management Resources, Processes and Values

3 Business Areas to Start Digital Transformation


Organisations are embarking on Digital Transformation initiatives covering three key areas: customer experience, operations and business models. Customer Experience: Digital technologies allow organisations to understand and collaborate with customers across all channels and touch points, whether physical or digital. The dialogue between customers and organisations has become more and more interactive and focused. This also … Continue reading 3 Business Areas to Start Digital Transformation

5 Essential Practices for Digital Transformation


Far too many enterprises are investing in digital tools and technologies without trying to drive changes in the operating model, working practices (people), and culture. Companies focus too much on the technical and customer facing aspects of digital transformation, forgetting that true value can only be leveraged by aligning people and processes. Professor Raffi Amit at … Continue reading 5 Essential Practices for Digital Transformation