Customer Experience Mapping — Part I
Do you have an intimate understanding of your customers’ experiences when purchasing and then using your services and products? Given that mapping organizational workflows prove
Helen Maupin March 17, 2015
Do you have an intimate understanding of your customers’ experiences when purchasing and then using your services and products? Given that mapping organizational workflows prove
If we wish to find out what works, we must start with our own values and personal situation. Marvin Weisbord Change is all about
In the words of Malcolm Gladwell, “cultural legacies cast a long historical shadow.” They persist, generation after generation, virtually intact, even as the economic and social
From the macrocosm of our planet through to the microcosm of our physical bodies, we are experiencing a radical paradigm shift. A paradigm is a
For the purposes of improvement and/or innovation, organizations redesign their strategies, structures, systems and processes. Over the past 25 years of collaborating with organizations to
I can safely say I spent the past 30 years of my consulting career working to disrupt the traditional leadership practices of command and control.
When we picture a collaboration platform, our mind typically moves to such technology software housed on our computers as enterprise and customer/sales resource planning systems
Last week I spent two days designing with a First Nations council that represents 28 communities spread across 55,000 square miles. These grassroots representatives came
No matter what our occupation or where we reside, how we currently live and work is being redefined by global trends such as: • information
Leadership’s evolution, within our current experience of the Innovation Age, shifts emphasis from role to responsibility. Understanding leadership, in today’s complex uncertain world, requires us
If your actions create a legacy that inspires others to dream more, learn more, do more and become more, then, you are an excellent leader.
Most leadership practices — whether in business, government, community service, labour unions and the not-for-profit sector — are still operating as though we live in
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