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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...

Me, Myself and I

In business, the secret to effectively leading collaboration with others is finding a middle ground between too much and too little team think, where leaders encourage, enable and oversee workplace collaboration rather than simply ask for it to happen. For many of us, assignments that require input from multiple people, or brainstorming sessions where the group decides a matter, are generally...

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