Systems Thinking

July 21, 2020
map 455769 1280

Do you know the way to customer centricity? Pega believes it does

For years now, organizations have talked about customer-centricity and putting their customers at the heart of what they do. Yet, many, if not most, organizations still […]
January 27, 2020
Outside in 7548435994

A lot of organisations talk outside in but their systems are not designed outside in – Interview with John Seddon of The Vanguard Method

Today’s interview is with John Seddon, an occupational psychologist, author and Managing Director of Vanguard, a consultancy company he formed in 1985 and the inventor of […]
November 19, 2018
mistake

Not dealing with failure demand is hurting your customer experience

In my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and […]
May 4, 2017
A few good men

Can you handle Dimension Data’s uncomfortable truth about customer experience?

Jack Nicholson, playing Colonel Jessup, in the 1992 film ‘A Few Good Men’, famously said, when cross-examined by Tom Cruise, playing Lieutenant (junior grade) Kaffee: “You […]