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The Change.

Headline

Beyond transformation

Thought Leadership

Beyond transformation

Transformation programmes typically fail to focus on the legacy that they leave behind.

Building effective, enterprise-scale CX capabilities

Building effective, enterprise-scale CX capabilities

Reviewing and redesigning the CI department operating model for a multinational FMCG retailer.

Customer-centric operating model

Customer-centric operating model

Designing a customer-centric delivery model for a B2B pharmaceutical start-up to enable customer-led growth.

Defining product

Thought Leadership

Defining product

Why do big organisations struggle to build effective product functions?

Design as intentional change

Thought Leadership

Design as intentional change

What does it meant to adopt Comprehensive Design?

Enhancing grocery product discovery

Enhancing grocery product discovery

Effective merchandising for exclusive/special product lines.

Feeding the nation

Feeding the nation

Designing and launching a profitable online grocery offer for an iconic and famously cost conscious retail brand.

Good outcomes

Thought Leadership

Good outcomes

An outcome-focus is critical for successful business change.

How companies win customer hearts

Thought Leadership

How companies win customer hearts

How companies win customer hearts: the psychology behind purpose-driven brands

How to live & breathe customer-centricity

Thought Leadership

How to live & breathe customer-centricity

How to live & breathe customer-centricity: A holistic service excellence framework

Lost in Translation

Thought Leadership

Lost in Translation

How Communication Mishaps Derail Organisational Change

Making a product function think and act more strategically

Making a product function think and act more strategically

Accelerating value by moving from tactical to strategic product management.

Principles as a decision-making tool

Thought Leadership

Principles as a decision-making tool

Good strategy is about making the right decisions for the right reasons.

Principles for a good product taxonomy

Thought Leadership

Principles for a good product taxonomy

What makes a good product taxonomy?

Rebuilding customer trust in Key Accounts

Rebuilding customer trust in Key Accounts

Healing and rebuilding key stakeholder relationships through bespoke in-person experiences.

The 5-altitudes model

Thought Leadership

The 5-altitudes model

The Secret to Making Your Customers Stick

Thought Leadership

The Secret to Making Your Customers Stick

How Communication Mishaps Derail Organisational Change

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