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Insanity Check

In our daily interactions with clients, we encounter many different leaders in all disciplines and generally these individuals are very determined people. They are successful on many levels, yet many are also struggling to break through to new levels and have hit a wall in terms of how to get there. Usually it is because the very thing that got them this far, their determination, is missing a key...

Moments of Truth

Customers have never had higher expectations – or been more empowered than they are today. How you respond to, and take care of, your customers across all of their interactions with the organization and across all media and channels is critical. We call these interactions ‘moments of truth’ where the opportunity exists to delight or disappoint the customer. Customer needs change over time,...

Coping with Complexity

The general view on complexity is that it is a bad thing and that simplification will bring value by removing unnecessary costs. Here at Optimize we are Lean Practitioners but nevertheless we disagree with the argument that simplicity in itself necessarily drives value. When an organization views complexity as something that needs to be overcome, it is missing an opportunity. If on the other hand...

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