Last week, I spoke at a conference in Bali, Indonesia, for a group of 1,000 business leaders and HR professionals from all around the country. I was talking about one of my favourite topics: leading through change, disruption, and uncertainty. In my briefing call with the conference organisers, the...
You might think you know your customers, but do you really? In the last two years – as a result of the pandemic and how it changed our lives – our customers’ wants, needs, and expectations have changed. If you’re still serving the ‘old’ customer, you might be completely missing ...
COVID-19 has changed the way customers engage with businesses. The new customer has different wants and needs, and the organisations that succeed understand the new customer journey and solve customer problems that really matter. In this practical session, I’ll share the NEW customer trends t...
At the start of every year, the consumer intelligence company Brandwatch asks people about their New Year’s Resolutions. In 2018, these were the top three resolutions: In 2019, these were the top three: So you probably won’t be surprised to know that at the start of 2020 (remember, this was b&#...
What do these stories have in common? Early in the pandemic, the Stadt Hotel in Sweden converted its empty hotel rooms into private dining suites, so locals could still eat out safely with appropriate social distancing. Global consumer goods giant Unilever has made a commitment not to market food &...
In 2020, Sandra Choi, creative director at designer footwear company Jimmy Choo, launched a competition for fans to design their own fantasy shoes. Anybody could submit a sketch to Choi, who posted her top ten choices on Instagram and asked the community to vote for their favourites. After almost 2...
When you’re planning an important change in your team or organisation, you might calculate the expected return on investment (ROI) before you go ahead. But there’s another thing you should calculate – and most people don’t. I’ll explain this using something we all know. It’s been mo...
Change is a part of life – especially in our ‘living with COVID’ world that’s still full of chaos and uncertainty. Instead of trying to fight this change, we need new strategies to get really clear on what matters most, and then be proactive about managing change, so we can ...
I’m preparing for my next Future-Ready Leaders coaching program, which starts in May, and the first few participants have shared what they most want to get from the three months we’ll be working together. And I’m always curious to see what’s top of mind for leaders. Of course, the topics al...
I’m preparing for my next Disruption By Design leadership program, which starts in May, and the first few participants have shared what they most want to get from the three months we’ll be working together. Not surprisingly, ‘leading in uncertainty’ is a common theme! As we’re gradually l...
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