Easy? Wait a second: not so simple! Consulting mantras like “make it easy” have a fascinating performative power: they seem to reveal the solution whatever
Adapted and translated from my original HBR article What is “customer centricity”? Is it a new managerial trend, just like agility or happiness at work?
Watch KPI’s overload …. The concept of “customer experience” was born at the end of the 90s with the book by Pine and Gilmore “the