In today’s complex and rapidly changing business environment, the challenge is no longer to simply sell a product or service, but to deliver a memorable and desired experience – for customers, partners, and clients. In creating or improving the customer experience, the goal is to create an intimacy with customers by delivering a remarkable, differentiated, total experience that will endear customers to the product, brand, company. Such a transformation requires visionary innovation - solutions to needs or problems that may currently not exist. And such visionary innovation requires intention.
In today’s fast-paced, fast-changing world of business disruptors (think AI, digital transformation, and regulatory compliance to name a few), many businesses find they must transform dramatically – and sometimes urgently -- to remain competitive or even stay alive. New products and services may be needed, significant changes in business practices required, and/or shifts in corporate culture to support new business models.
When the stakes are high and the pressure is on, there’s a tendency to fall into reactive mode – and that’s a dangerous spiral. This is the moment when leadership matters most.