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Efficiency vs. uniqueness: the false dilemma of operations

We believed that by making businesses more efficient, we would make them stronger, but we ended up making them indistinguishable. The same tools, the same processes, the same platforms, the same indicators. Organizations that are perfectly designed but which, along the way, have lost sight of what made them different, a way of doing things, of talking about them, of believing in them, which cannot be written down in specifications but can be felt in interactions, in the tone of a conversation, sometimes in a decision. By rationalizing everything, we have confused...

Efficiency vs. uniqueness: the false dilemma of operations

We believed that by making businesses more efficient, we would make them stronger, but we ended up making them indistinguishable. The same tools, the same...

A poorly designed enterprise is illegible and incomprehensible to employees and customers

I have seen many businesses where competent people work with dedication and conviction, but where no one seems to have any idea what they...

EDGY: a common language to align identity, experience, and operations

I think this article will be of interest to many people because it deals with a subject that we all face on a regular...

Please stop saying brands when it’s about enterprises

Communication, délivery, expérience, experience de marque, marque

With digital the space between companies and customers is infinite

Being close to the customer is essentiel for brands from a marketing standpoint. The closer the biggest presence in the customer's life, the more...

The benefits of becoming an experience company

In a long series of posts I investigated the concept of experience which is returning on the front stage as digital transformation becomes a...

Customer experience is at the heart of digital models (Manuel Diaz)

I've written a lot on experience and its importance in new business models, digital or not. I had the chance to go further into...

Experience is at the heart of digital transformation

Digital transformation is a complex matter for most of organizations that don't exactly know where to start. Hesitating between focusing on management or technology,...

How does digital transformation look like #1 : the visible part

Once leaders have understood there may be reasons to change things, the first question that comes is "what should we do ?", "how will...
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