Designing change

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How to eat strategy for breakfast

How to eat strategy for breakfast

One of Peter Drucker's famous quotes is that "Culture eats strategy for breakfast", indicating the importance of culture for organisations, more than its strategy. In this infographic we breakdown how culture can be broken down into its elements, i.e. behaviour and...

The BIG gap in managing customer experience

The BIG gap in managing customer experience

Managing customer experience is in vogue at the moment. This is particularly the case for competitive industries where there is little differentiation in terms of price points and services offered such as banking and utilities. Touting the company’s focus on ‘customer...

7 ways to design an outstanding change journey

7 ways to design an outstanding change journey

Right now I am writing this article from a Four Seasons resort in Hawaii after having 3 flights cancelled in a row.  It has been quite a stressful experience as you can imagine and it’s the fourth day of delay.  I’m not able to get back home!  However, this started to...

How the sea inspires a different way of managing change

How the sea inspires a different way of managing change

In taking my vacations in Hawaii I thought I would start a series of Change Management articles inspired by my trip to Hawaii. For those who have not been to Hawaii or have only stayed around Waikiki, the Islands of Hawaii is quite astoundingly beautiful.  There is...

Disco, diversity and managing change

Disco, diversity and managing change

I recently went to a concert to see some of the super soul bands of the 70s and 80s including The Jacksons, Sister Sledge, The Village People, and Pointer Sisters. In addition to funk and soul, there was a big component of disco music as well. I started becoming more...

Designing quality change experiences

Designing quality change experiences

Successfully achieving business outcomes through change requires good people change experiences.  A good employee change experience means that he/she is more likely to be engaged and more able to deliver a great customer experience. How does one go about designing and...

5 things Eames taught me about agile project delivery

5 things Eames taught me about agile project delivery

Recently I was reading about the creative process of Ray and Charles Eames, the couple who epitomized modern furniture design in the 1940s-60s. I was immediately struck by how many agile concepts were championed by Eames all those years ago. What we now know to be the...