Streamlining Customer Effort is Worth the Effort
Why and how are we putting the customer to work? There are some types of process and customer interaction that need to strike a delicate...
2022: The Year in Review through our White Papers
2022 White Papers Review and Themes At this time of year we like to look back over the white papers we created last year to see what...
Bonus Cartoons you haven't seen
Cartoon Back Story! Each year we develop more than the twelve cartoons we publish in the calendar. This year's two extras seemed...
Whose Problem is it Anyway?
How do you line up the right parts of organization to take ownership of customer issues? Over the last twenty years there seems to have...
Too many tweaks spoil the model
Operating models degrade unless managed well – a case study In most organizations today change is a constant. The change can be driven by...
Pre-emptive Strikes
It can be cheaper to reach out to customers rather than have them contact you! A few years ago, it was expensive to contact a customer...
