Here is another idea I explored pre-pandemic which seems all the more relevant given the current focus on well-being. It's imagined as a …Read More
Change Management
Successful digital transformation requires expert change management. Although the final outcome for many is to reinvent their core organisational model, the journey to that goal has to be based on an agile, iterative change model.
This means the change management process has to keep pace and incorporate what is learnt using an ongoing cycle of test-learn-embed
AI & Culture
A little over a year ago I started thinking about the way AI will change organisational culture and day to day operations. It struck me how …Read More
Post Digital Consciousness
For the generation who grew up engaging and learning online, the digitally enabled world is as real as the physical one. Previous …Read More
GDPR – Could Be The Best Kick Up The Backside
The General Data Protection Regulation (GDPR) hits home 25th May 2018. Lawyers and consultancies are having a field day. Many of their …Read More
Self Service Still Less Than 50%? Then You Are In Trouble
The next big thing has arrived in the form of conversational commerce. Think Alexa, Amelia or Edward. Even Tacobot if you need a snack …Read More
Are You Circling The Digital Plughole?
There is a strong gravitational pull that now drags all sectors towards what some of the Beyond Silo team call the ‘digital …Read More
Scene Setting For Customer Hubs
Organisational design has pretty much following the same paradigm since Frederick Taylor introduced so called scientific management early in …Read More
Service Innovation: How To Kickstart it
It’s a truism that we live in a world of change. Within customer service there is a never ending conveyor belt of new things to digest. For …Read More
Wouldn’t It Be Great If My Organisation Worked Properly!
I wonder how many people feel frustrated with trying to make things happen as intended. I’m not talking about small, buzzy fintechs who …Read More
Why Trust Is Phase One In Contact Centre Transformations
I’ve been doing the rounds assessing the outputs of the latest two cohorts to participate in the P&Q Challenge. Zooming through the tube …Read More