One of my favourite quotes is, "The world will never be this slow again". It is clear to everybody that business challenges are accelerating. Countless industries were experiencing massive disruption before the pandemic struck. You [...]
AI systems are gaining ubiquity in certain parts of life. This isn't always as useful as it seems and could be doing long-term damage to our decision-making ability. Is AI creating ignorance? An everyday example [...]
Almost all the work that I have undertaken in customer service has started with the simple problem statement ‘Our customer experience is not where we want it to be’. This is normally followed with [...]
For many years the Legal sector was generally recognised as a closed profession with traditional business structures, the billable hour and somewhat outdated processes and practices. Post the Legal Services Act (2007) and the [...]
The world keeps changing at a faster pace than ever before, and I remain puzzled why leadership style has hardly changed the last few centuries? To be blunt: we live in the 21st Century, using [...]
Transitioning from a physical to a full digital shopping experience in B2C: How to create outstanding customer experiences post Covid-19 The pandemic crisis, with its lockdowns, social distancing and customers reluctant to go back to [...]
The number of articles, round tables and webinars on how to lead people working from home (WFH) has exploded since the outbreak. Playbooks with Do’s and Don’ts. Great tips and hints on tools to use [...]
This week I found myself having to fly to Düsseldorf on business. I had flown with this German company before, but for the first time in years, I had to book the business flight myself. [...]
The pandemic shifted overnight the way companies and individuals work and cooperate. Most companies are now facing short and long-term challenges. All companies, even those that didn't appear to be negatively affected, were suddenly faced [...]
Cultural change normally happens gradually as new ideas take hold and gain gradual adoption and acceptance. Covid-19 social distancing rules have forced cultural change overnight and they may be in place - in some [...]
