If a lack of focus on the customer journey is the symptom, what is the root cause? It’s probably the way your organisation operates which is linked to the way your organisation is structured which is linked to your organisational mindset...Read More
This blog is triggered by a personal experience I recently had with a German telecommunications company. I will use my example to illustrate a common problem in the telecommunications (and service) industry and I will provide practical tips on how to fix it. The good news is that it can be fixed and that the benefits in terms of cost savings and customer experience are huge.Read More
Innovation hubs – the buzzword of buzzwords. Every organisation wants one, all the big names have one. The promise sounds great – a space that fosters innovation. But do they deliver? And what differentiates successful from underperforming innovation hubs?
I helped organisations in New Zealand and Europe build, manage, and operate innovation hubs and my answer is: yes, some innovation hubs do really well. Learn from my #10 lessons learned and increase the productivity of your innovation hub.Read More