Tag: customer experience

For a long time, it was believed that efficiency would come from tools, and sometimes even from tools alone, so we piled up platforms, workflows, and assistants, and eventually, the business began to resemble its information system. This produces speed and consistency, and sometimes real savings, but too often, it erases the raison d'être of the service provided. Taking back control of the design of your business does not mean slowing down modernization, but rather reinstalling intention as the starting point before freezing the organization into technical choices. In short: The accumulation of technological tools in...