Who will you be after AI?
AI transformation needs a fourth Story. A future people actually want.
The Transformation Code
Irregular thoughts & tools on transforming your customers, your organisation, and yourself... ... as well as other tidbits that cross my mind.
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Latest posts
Can your teams work with uncertainty? Can you?
The answer may determine whether your transformation plans become reality.
Do the Human-AI Fitness Scan (v. 0.1)
Test your readiness to make human-centered AI transformation happen.
Do transformations really 'fail'?
Or are we just too impatient?
What is your Department of Impossible?
What would your business look like if you had a Department of Impossible?
The four games to play the Experience & Transformation Economy.
Decision Tool: Who do you want to be in the eyes of your customers?
Customer problems expire. Aspirations endure.
They told me I should fix customer problems.
If I have the wrong mindset, does that mean I'm a failure? Or that you don't know how to lead me?
We want you to change the mindset of our people.
The days of engineered customer loyalty are ending
Loyalty is flipping.
No one gets out of bed to shift your KPIs
Even though it sounds controversial, no executive team has ever pushed back to me when I said it to them.
Soon, machines will be your customers. Here’s how to lead the shift.
AI news is dominating work-related newsfeeds, replacing contact centre agents, and simplifying customer lives.
A leader is best when people barely know he exists - Tao Te Ching.
Did anyone ever teach you the most important leadership skill is invisibility?
Three ways to reboot leadership mindsets for the age of rapid transformation.
When I talk to senior executives behind closed doors, I often hear the same story.
The 8 most important questions customer-centric leaders ask.
Which ever way you look at it, customer success is about leadership.
Why every successful corporate transformation must be a human transformation
We are living in an age of corporate transformation.
7 leadership behaviours I try to display in corporate transformations
Over the years, I’ve worked on quite a few ‘corporate transformation’ programmes.