organisation behaviour

CX Journey™ Musings: Who Are Your Employees Playing For?

Employee passion drives results.

That's the title of a blog post I wrote back in 2012. Without question, that statement still holds true today.

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Concurrent Production

I've talked before about how Product Management is becoming an increasingly pivotal function in many digitally facing organisations. Reading this Quora answer about some 'best-in-class' product management processes led me to Marty Cagan's thought about 'Product Discovery Teams' which he explains in the short video below.

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CSR at 20: An interview with BSR's Aron Cramer

Corporate social responsibility is entering its third decade as a mainstream business movement, at least as measured by the history of BSR, the organization formed in 1992 as Business for Social Responsibility, which is celebrating its 20th anniversary. It's a good time to take stock — of the organization, the movement, and the trends shaping its future.

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The Meaning Trap

I really liked what Jack White has to say in this short clip about how inspiration and a good work ethic "ride right next to each other" (and how on stage he likes to deliberately make things harder for himself because all those little things build a tension that forces you to create). It's an important balance.

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5 Tips for Organising Social Media Teams in Large Organisations (1/5)

This is the session synopsis of my keynote presentation at Figaro Digital in London on November 23, 2011. I only used a few slides which I will provide later on. In this presentation I gave my tips for organising social media teams in large organisations, based on my current experience at Orange.

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The Cynical Organisation

Reading about some of the tumultuous change going on right now in some of world's biggest tech businesses, one can't help but feel for the workers caught at the sharp end, trying to make sense of the latest senior management missive or strategy. Missives that often talk about the need for accelerated innovation and a culture of experimentation.

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When I Grow Up

I guess it's no big surprise that in a (US) survey of over 10,000 young professionals Google came out as the company that most would like to work at. And by some margin, with nearly a quarter of survey respondents selecting them, almost twice as many as picked the second place business, Apple.
 
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So You Want To Be Customer-centric?

On the face of it, customer-centricity is easy.  All you need to do is figure out what your customers need, and give it to them.  But anyone who's attempted to make his business act on the voice of the customer knows better.  Silos, policies and KPI's get in the way.

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Command and Control

I'll likely get flamed for this but I'm not convinced that this is such a great idea. Setting up a walled off space with copious screens showing visualisations of data streamed from social media monitoring systems seems to be the new new thing. I have no doubt that the objectives behind it - listening and paying attention to customers - are laudable ones. But do you need a room to do it? If I'm honest, the thing that bothers me is (once again) the choice of language.

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Unplanning

After writing about Agile Budgeting, I stumbled serendipitously (as is the way with these things) on a Tom Fishburne post about Waterfall Planning that echoed some of the points I was making. Specifically, how crafting an annual plan is "like getting a bill through Congress", what with all the hours of spreadsheet crunching, debate, negotiation, and compromise, followed by more of the same, before eventually settling on "a plan that is wrong the moment it's inked". Tom goes on to mention Ian Sanders, who gave a talk on Unplanning at last years SXSW (there's also a short e-book here if you're interested).

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