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If everything becomes a service, why not businesses?

I wouldn't go so far as to say that the pyramidal, hierarchical enterprise model no longer works, but rather that it doesn't work well and that many people are content with it. Many, but not all, because alternative models exist and have been adopted by a wide variety of businesses , and, let's face it, not always with the expected success. Exchanging one dogma for another, without really understanding where it's taking us and without wanting to compromise, only creates the opposite problems to those we want to solve, sometimes for the...

If everything becomes a service, why not businesses?

I wouldn't go so far as to say that the pyramidal, hierarchical enterprise model no longer works, but rather that it doesn't work well...

Exclusive: the (fake) Steve Jobs interview on employee experience

Steve Jobs is known for his obsession with user experience, simplicity, attention to detail, and his desire to see his ideas through to the very...

Can we turn the pyramid upside down without the customer?

Hierarchy as a factor of organizational complication When we talk about pyramids, we're of course talking about the hierarchical pyramid, which is the culprit behind...

How years of progress have killed customer service

Every company is talking about customer experience, and has been investing heavily in customer service for years. Yet recent experience tells me that, in...

Experience is the new name for quality and is the result of operational excellence

I have always been convinced that there is a lot to be gained by looking at what works in other sectors and applying it...

Personal data: the fine line between personalization and intrusion

GDPR will soon celebrate its first anniversary. Not all companies are fully up to date and in the end we are not so sure...

How to transform your business with design and customer centricity.

Which company does not nowadays claim that customer orientation is its main concern? I wonder what they were thinking before. What we see, in reality,...

No ! Experience is not a matter of content only.

Even if everybody's talking about customer experience there's no precise and shared definition of it and that allows service/tech providers to stay vague and...

Being digital in 2018 : consumerize your organization

2018, consumérisation, expérience client, expérience employé, simplification, transformation digitale
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