Despite heavy investment by organizations to improve their customer experience, customers still complain about inconsistent and unsatisfactory experiences. Moreover, when put to leaders and managers of many organizations they often cite lack of collaboration and communication, silo-ed thinking and the disappointing results of their digital and transformation efforts as some of the main reasons behind their inability to deliver a consistent and delightful customer experience.
Therefore, to achieve the performance levels that customers and leaders want, something has to change.
And, what better place to start than with leaders and managers themselves.
Four ideas discussed at a recent Thinkers50 event in London provide some clues as to where they should start. Thinkers50 compiles a global ranking of management thinkers and every two years they publish a new ranking and guide to which management thinkers and ideas matter now.
Management consultant and author Tom Peters. Photographer: Norm Betts/Bloomberg News