Portfolio Management

How to better manage a change portfolio?

How to better manage a change portfolio?

Set up a simple, business-led change governance Instead of a myriad of project-based governance bodies, establish a divisional business body focused on managing change impacts on people and customers.  This may be embedded into an existing monthly divisional...

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...