November 12th, 2020
Introducing change and innovation at large organisations can be a daunting task. Solutions that seem clear at a high level can get messy when you get into the details. There are lots of stakeholders, they all have their own take on the problem, and so you get varying degrees of support depending on what angle you take at any given moment. It can quickly spiral out of control into the feeling that “everything is related to everything,” making it hard to get going.
October 31st, 2018
John’s team has been chosen for greatness.
The opportunity: to facilitate their client’s customer service modernisation.
The problem to solve: the customer service department needs to be able to “see what their customers see” in order to maintain a high level of quality. They explain that their old content platform had a mirror platform customer service agents could use to click through all the screens — to “see what the customer sees,” but with the new system, that feature is gone. (more…)
September 27th, 2018
For many executives and leaders, extending transformation success beyond the tech space can present a challenge. That’s because successful transformation isn’t just about looking forward, it also requires that you understand a bit of history. If you’re trying to move forward, it’s imperative that you get your hand on My Years with General Motors, the autobiography written by GM’s first CEO, Alfred P. Sloan. It’s resonated deeply with our transformation work because it gives crystal clear insight into the fact that many of the problems we’re dealing with today were, in fact, solutions — once upon a time. (more…)