People don’t resist change, they resist bullshit – Peter Vander Auwera A friend of mine told me last week that their organisation was about to begin its third change management programme in just seven years. Each of the two preceding programmes had a number of things in common: People were unclear why a programme was needed in the … Continue reading The Big Problem With Change Programmes
How Automation Helps Us Solve The Problems That Matter
“One machine can do the work of fifty ordinary men. No machine can do the work of one extraordinary man.” – Elbert Hubbard Automation gets a bad rap. The original draft of our design principles stated “Automate everything that can be automated”. People flinched – it was seen as too harsh. Mention automation and people make a mental … Continue reading How Automation Helps Us Solve The Problems That Matter
Why We Solve The Wrong Problems
Everywhere I look I see organisations and people investing heavily in new initiatives, transformation, and change programmes. And in almost every case the goals will never be met. One of the most crucial causes of the failure? The right questions were never asked at the outset. We default to ideas and plans. Too many of which … Continue reading Why We Solve The Wrong Problems
Why Great Customer Experience Requires Great Design
Note to reader: This post was written on a smartphone over 14 days sitting on a beach. It was completed at an altitude of 35,000 feet after several white wines. I’ve chosen to publish it unedited to retain a tropical , stream of consciousness vibe. Subsequently it’s a bit more disjointed and a lot longer … Continue reading Why Great Customer Experience Requires Great Design
Lessons in Customer Experience from Apple
Apple has a clearly defined mission of creating products that are “insanely great.” Simply stating that ambition achieves little. It is Apple’s commitment to its values, such as integrated architecture and clean design (even on the inside of the device where no one will see it), that defines its products in the marketplace. … Continue reading Lessons in Customer Experience from Apple
12 Weeks To Change Your Online Life (or hand your iPad back…)
I’ve had a breakthrough that I want to share. Last Week I threw down a special challenge to some of our Board Members and Customer Stakeholders who we had struggled to get engaged in Online collaboration and Social Media. 3 Rules I’ll loan you an iPad for 12 Weeks. If it doesn’t change your life … Continue reading 12 Weeks To Change Your Online Life (or hand your iPad back…)
