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Post COVID-19: Enhancing the Customer Experience

Posted by Kevin Bell on Sep 7, 2021 2:42:11 PM

As we cautiously emerge from beneath the shadow of COVID-19 and return to the workplace our thoughts begin to embrace the many uncertainties that confront us. More especially, how best to quickly restart our organisations in an environment where the rules are yet still mostly undefined, but likely to be very different than before and the expectations of our customers may well have changed substantially. What this pandemic has taught us is that we need to configure our organisations differently. They need to be much more agile, differentiated and yet at the same time inherently more robust. And, we need to accelerate our restart process to claim first-mover advantage in a marketplace that will very likely be much smaller, more selective, more aggressive, and very much more competitive than before. All this speaks of an organisational model that has an inherently flatter structure, distributed leadership, wider spans of individual control, devolved authorities and accountabilities, higher levels of visibility, rapid decision-making capabilities and needs to leverage its key differentiators in the eyes of its customers. Intuitively, this means the business can be continually tuned to operate at maximum effectiveness as a closely knit entity without the historical stove-pipe behaviours, tribes and process encumbrances that have existed before. It also requires a closely aligned, properly integrated people, process and technology infrastructure to help support, enable and drive it. Only through achieving this will the customer experience become truly enhanced!

Tags: Customer_Experience Business_Wellness Centigo_UK Change COVID-19

Post COVID-19: Stimulating Organisational Entrepreneurship

Posted by Ragnar Agnell on Sep 30, 2020 11:38:05 AM

The level of entrepreneurship in an economy is cyclical, and historically precedes the economic cycle. The post-pandemic recovery of the global economy, nations and value chains will rely on the level of entrepreneurship to increase and lift new and existing organisations and ultimately whole economies. Never before in most people’s working lives has the entrepreneurial spirit been more important for organisations to survive, innovate, explore opportunities and thrive through the down-turn triggered by the pandemic and beyond.

Tags: Innovation Agile Customer Service Centigo_UK Startup Organisational_Development Trends Change COVID-19 Sustainability M&A

Post COVID-19, Place your bets!

Posted by Kevin Bell on Jun 17, 2020 9:00:00 PM

As business leaders we have all spent time postulating what the next “disruptor” might be and where it might come from. A “game changer”. Something that will create for us a “paradigm shift” in the business ecosystem.  Well, COVID-19 has certainly achieved all those benchmarks, though with none of the desired upsides we originally had in mind for the concept! Whilst we believe its origins to be in China, the virus has swept at enormous speed across the globe with a consummate disrespect for international borders like a tyrannical version of the “invisible hand” first described by the renowned economist Adam Smith in his magnus opus “The Wealth of Nations”1. Only this time, it was acting with malicious intent, toppling corporate empires as it went leaving behind it a wake of destruction and uncertainty in the economy. For most organisations demand has dried up as customers tighten their belts, operations have been suspended as they go into lockdown, people have been furloughed or lost forever to the job market, the supply base is falling into terminal disrepair and the best laid strategies, plans and aspirations of corporate executives in every sector lay in tatters before their eyes.

Tags: Centigo_UK Business_Transformation Change COVID-19