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Optimisation is perfecting the formula that goes out of date

Pursuing optimisation and efficiency is admirable, if it is balanced with innovation and customer insight. But when optimisation becomes a technical pursuit, then what should be the real goal of optimisation, delivering greater value to customers, is often lost in translation.

Glue for business

Glue for business

The road to hell is paved with good intentions. Or, every single touchpoint on the customer journey was thought through. They just didn’t work very well together.

Oh f***!

Oh f***!

“Our United Customer Commitment: We are committed to providing a level of service to our customers that makes us a leader in the airline industry. We understand that to do this we need to have a product we are proud of and employees who like coming to work every day. …

The Law of Unintended Consequences

The Law of Unintended Consequences

People being people, perverse results can often happen as people tend to use situations for their own benefit. Or you can consider it an opportunity for innovation.

Appetite for Destruction

Appetite for Destruction

Things have gotten too complicated. Everywhere around us, instead of working with what is already there, we add layers of rules / regulations / processes / functions and make things harder to understand and use. It’s time to introduce the Chief Destruction Officer.

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