Realise the value of collaboration

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Cultural Determinism – A guide to Corporate predestination from the Scotland and England football teams

If you are unaware, there is a particularly joyless thread of religion known as Calvinism where everyone’s future status in the afterlife is predestined and essentially, regardless of what you do you will be end up in the same state.…

Alexa and me; a modern romance on the rocks (it’s not her, it’s me).

Everyone is very excited about voice channels. My former colleague Nitin Goel included, have a look at his blog here. https://www.linkedin.com/pulse/amazon-alexa-dont-type-talk-me-nitin-goel/ Professionally, me too but personally, I’m not there yet. I recently bought Alexa to look after me whilst I…

Tony Stark’s guide to innovation; the disappointment of Ironman and why he should sell the project and start mining Bitcoin.

Ironman is a rather well know series of films about a guy (Tony Stark) with a metal suit which flies, has advanced AI and he lives his life like a corporate James Bond. It’s also a cautionary tale about the…

The 5 star rating Hunger Games – it’s a dystopian fight to the death to survive. (i.e. keeping your Amazon/ Uber/ TripAdvisor rating up)

The Hunger Games is a series of films/books about a consumer driven TV focussed society where people fight to the death in an arena controlled and manipulated by a shadowy organisation where they have little chance of success and there…

The Travel Agent for millennials: a lesson in digital customer experience from Europe’s smartest tourist agency

In a recent release from the Rough Guide people, the country voted the most beautiful in the world was the perhaps unexpected Scotland (my home country). Not making the top 20 was Australia (my adopted country) which was subject to…

Customer experience; the Japanese way: Hyper-specialisation and what Kanazawa’s tiny, tiny whisky bar might mean for the future.

The Japanese know you have to be authentic, you have to have knowledge if you want to look like you care and you have to respect the crowd. People naturally want to be a little different, they want to feel…

History for the future: Bitcoin and the 1781 Bank of North America Act of Congress – Bitcoin might be special but it’s nothing new

There is no argument that bitcoin has the potential to be revolutionary and is already starting to be. However, to predict what might happen in the future, we can look to the past. In a nutshell; in the 18th century…

Harry Potter and the Organisation Design of Destiny; we are increasingly segmenting customers by behaviour but why not your own people? What you need is a sorting hat.

Consultants are now designers, designers are now consultants, an operating model is now a service design, are you a technologist or a CX delivery consultant? It’s all getting wonderfully mixed up so maybe it’s time to recognise that putting people…

Be a disruption seagull; you don’t need to know where the fish are, you just have to follow the boat.

Some companies are making the disruption and some are benefiting from it. They aren’t mutually exclusive, so in a period where there is some big stuff happening, how do the little guys line up behind it? Rather wonderfully, driverless electric…

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