Digital Transformation Goals for Customer Experience

I gave a talk at last week’s Customer Experience / Digital Leadership event in London, and had some very interesting conversations about the priorities for digital transformation in customer experience. It fascinates me that products are changing so much faster than...

Defining the Operating Model for the Digital Enterprise

Earlier this week at the IOM Summit in Cologne, I gave a talk entitled ‘Defining the Operating Model for the Digital Enterprise’ that outlined what I think are the two key foundations of a digitally transformed enterprise: An operating system that coordinates...

The Future of the Firm in Professional Services

Many sectors and types of firm are at risk of disruption from digital business models and services, and their organisational structures and practices face a myriad of challenges rooted in new technologies and the ways of working they make possible. Professional...

Transformation at the speed of Haier

The Financial Times published an update on Chinese firm Haier’s ongoing transformation yesterday that provides a useful insight into the thinking of CEO Zhang Ruimin. We have documented some of the Haier story and its innovative management techniques in...