Abhay Pande, David Boyd, Paul Siegenthaler and I from The Agile Gorilla collective are joined by David Cox, a business transformation professional with a passion for Customer Experience. For over 15 years, David Cox has worked around Europe, South America and the Middle East helping clients drive revenue growth and customer loyalty.. We talk about who owns customer experience in an organisation, the challenge of keeping an external focus through […]
With thanks to Paul Freeman for giving me the initial inspiration behind this latest blog / rant, I want to explore this concept today in a little detail. A long long time ago (in a far away land), someone thought of this phrase as a way of creating a linguistic connection between other forms of capital (financial, intellectual) and that troublesome group of costly, irrational and emotional and most importantly […]
I suspect that the phrase most often heard and rarely delivered against in the transactions world is ‘people are our most important asset‘. It’s right up there with ‘there’s a natural cultural fit between our two companies‘ and ‘this acquisition will be earnings accretive in x years’! Why does the tendency to make statements based on zero knowledge and little chance of delivery continue in a market situation which has […]
Inarticulate ramblings of a management consultant 