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“Every time you solve a problem you create a new one” — Kevin Slavin (1). Are we trying to hard or not hard enough? In…
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https://jemascol.com/politica-de-privacidad A strategy is a theory about what the organization assumes the world looks like, which influence it thinks it can have on it leading to…
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A channel is context-less. It’s thin data. A human being is context rich, they are not only influenced by the situation they are in, but also their…
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https://goghummo.com/about-2 In systems thinking the purpose of modelling the world is to better understand the forces of influence, their linear and non-linear effect on each other, patterns of…
https://tampablackheritage.org/administration “People can only make decisions given the information that is available to them in the structure they are able to operate” — James Paine, MIT…
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Are there any essential principles to a customer-way-of-thinking that even go beyond the customer? I was in a conversation a few weeks back with a…
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How do we know if we are producing value for our customers and why is this important? From a customer experience perspective one way to…
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Westerners “live in a simpler, more deterministic world; they focus on [important] objects or people instead of the larger picture; and they think they can…
“The pandemic exposed the lie that was digital transformation,” says Alan Webber, program vice-president, customer experience at IDC (1). As the mid- and/or post-pandemic pressure…
I believe the best organizations are as closely aligned with their customers as possible. Not just through their marketing, product development or sales. Customer alignment…
Knowing that Sarah is a 56 year old woman with a high paying job commuting daily to and from London’s financial district is probably going…
Today models are everywhere from big Google-sized problems to tiny optimizations like customer journey conversion rate. But models are not mirrors of reality, “models are…
Read the Post“Models are opinions reflected in mathematics” — O’Neil
Learning leads to new insights and new knowledge. It challenges, enriches or makes existing ideas obsolete. Every day the learning team finds how they can…
Every customer engagement is unpredictable as it is by its nature a chain of unknowable actions and reactions that might come from you, anyone or…
Design depends largely on the sum of all constraints — Charles Eames https://youtu.be/3xYi2rd1QCg Design is not to have a beautiful idea and protect it against…
Combining Jobs-to-be-done with experimentation offers an effective way for the team to start learning and seeing the world from the customer perspective. While strategic statements…
Why do we need metrics? My suggestion: to make better decisions. Any metric we use should be either an experiment (we think x will happen if we…
The customer is only one of many moving pieces in a market and focusing on the customer might not always be the best way to…
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I have an hypothesis: In every situation where we (as customers) buy something we are responding to a need and a measurable valuable outcome we…
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I have an itch against funnels. I think we use them too often to make the world unnecessarily simple, and by that abstracting ourselves away…
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Every time you choose a model like e.g. a business model canvas or a customer journey you are choosing which information is important to you…
The digital transformation we are in right now is not our first technological transformation. In fact these transformations, or cycles happen every half century or…
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Is your organization seeing the world through the lens of your solutions or the eyes of your customers? The answer significantly affects the organizations language,…
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Part 1. Solution Space – Uncertainty – Strategy “We are not short of creativity in our world, and yet most organizations struggle with innovation.” — Gary Hamel Organizations…
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Design Thinking needs a digital upgrade / extension to be more productive and helpful in an environment where organizations are facing digital challenges. Digital Design…
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As whopping amounts of new data are giving us an almost unlimited opportunity to understand the world. Are the incumbent tools we use to make…
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There is a gap between what we want our organizations to become and what we put into them to get there. This is the video…
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This is part of my manuscript for a session with Keen Bull on how additive manufacturing will impact the world, at this years DIF-festival. We…
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Each technological age has been marked by a shift in how its industrial platform enables companies to rethink their business processes and create wealth (1).…
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We are living in the age of mass individualization . No two people get the same Google search result, see the same products on amazon.com,…
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In The Customer OS I’m trying to do two things. First I’m trying to get underneath headlines such as digital, transformation, internetification etc If indicated…
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Companies are prone to unconsciously hold a very limited view of their future . Seeing the world from a technology, market or product perspective creates…
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