Xfinity Customer Service Fail: How a Minor Playback Glitch Became a Customer Service Defining Moment I’m a long-time Xfinity customer. A recent customer service experience has transformed me from an ambivalent advocate for a service that essentially operates as a monopoly in my area into a reluctant customer (at best), who has been the target of fraudulent transactions, … [Read more...] about Xfinity Customer Service Fail: How a Minor Playback Glitch Became a Customer Service Defining Moment
Strategy
Hamlet, Shakespeare and Uncertainty. Crazed or Confused: What Leaders Can Learn About Uncertainty from ‘Hamlet’
Hamlet, Shakespeare and UncertaintyCrazed or Confused: What Leaders Can Learn About Uncertainty from ‘Hamlet.' There is a lot of uncertainty in the world at the end of Shakespeare’s reign as a poet and playwright. With the only ruler most had ever known dying, and a new, unknown monarch from Scotland invested, the future of England and English society was very much in … [Read more...] about Hamlet, Shakespeare and Uncertainty. Crazed or Confused: What Leaders Can Learn About Uncertainty from ‘Hamlet’
Strategic Conversation: Navigate Now and Invent Tomorrow Through Knowledge and Dialogue
The modern enterprise operates in an increasingly turbulent and uncertain landscape. Traditional, linear planning processes—often treated as fixed blueprints—are failing to keep pace with the rapid cascade of change. Organizations require a more dynamic and adaptive approach: a strategic conversation that integrates knowledge deeply into core operations and decision-making, … [Read more...] about Strategic Conversation: Navigate Now and Invent Tomorrow Through Knowledge and Dialogue
Back to Basics: What is Knowledge Management? 8 Critical Ideas and a Deep Dive on Culture
Back to Basics: What is Knowledge Management? As we move deeper into the era of artificial intelligence, it is important to not just tie knowledge management to the development of AI, but to resist knowledge management principles to establish a foundation for where the conversations between AI teams and KM practitioners need to take place. This post offers an simple answer … [Read more...] about Back to Basics: What is Knowledge Management? 8 Critical Ideas and a Deep Dive on Culture
Getting Strategy Wrong: The Top 5 Concepts Organizations Get Wrong about Strategy
Getting Strategy Wrong: The Top 5 Concepts Organizations Get Wrong about Strategy The real challenge in crafting strategy lies in detecting subtle discontinuities that may undermine a business in the future. And for that there is no technique, no program, just a sharp mind in touch with the situation―Henry Mitzberg, Crafting Strategy. HBR. Scenario planning is a key … [Read more...] about Getting Strategy Wrong: The Top 5 Concepts Organizations Get Wrong about Strategy