How to design a white elephant
The British love a good White Elephant. It has only been a decade since the creation of the Millenium Dome, which cost over a billion dollars, and was swiftly known as one of the biggest flops in public spending history (although it has drastically improved in its current incarnation). Only a couple of years after [...]
The Client Is Always Right: The Importance of Engagement
Earlier this week, we posted an article about five local or global organisations that had redefined the customer experience, from a cinema chain to a grocery store. A number of people subsequently contacted us to ask whether we had seen the BBC series Mary Queen of Shops, and whether it was similar to the work [...]
Is it time to replant your vision?
In 1993, IBM appointed a new CEO, Lou Gerstner, at a time when IBM had moved from being the dominant technology market player in the 1960s to a dangerously uncompetitive and unprofitable company during the late 1980s. As breakups were proposed, Gestner took the reins and almost immediately provoked worldwide attention when he famously told [...]
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