Service Improvement

When it comes to customer service, many organizations struggle to meet expectations. This is a big problem, because customers can quickly share negative experiences via social media. Even a few dissatisfied customers can have a large impact. Leading organizations are starting to experiment with new ways of improving both OR and CX. On the operations side, process improvements and the use of technology can greatly improve service levels. However, a high percentage of service initiatives fail. Why?


IMG_2549.jpg

Product Roadmap Planning

When it comes to planning product roadmaps, organisations typically encounter several challenges. Conceptually, it’s easy to create a roadmap, but organisations need to make decision trade-offs.


_MG_8770.jpg

Innovation Discovery

Most companies still struggle to innovate. The skills to be a good traditional manager, engineer or marketer are quite different from the skills needed to be an effective innovator. To become effective innovators, your leadership team and line managers really need to understand what drives effective innovation, otherwise – even with the best of intentions – they may block rather than encourage innovation.


Innovation Summit

Most companies still struggle to innovate. The skills to be a good traditional manager, engineer or marketer are quite different from the skills needed to be an effective innovator. To align a strategic business unit, or an entire management team around a new initiative, something
a little out of the ordinary is required to over-come typical challenges
and roadblocks.