Tag: customer experience

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...