Managing the New Wealth: Why Banks Must Start Transforming Data into Insights

In today’s digital age, companies have access to an unprecedented amount of data and information about their customers. With tools like ChatGPT, which is an AI-powered language model that can answer a wide range of questions, some might argue that there is no longer a need for qualitative customer research. ...

A few days back, I watched my two teenage kids somewhat reluctantly eat the morning cereals (the healthy ones) while pretending to listen to my enthusiastic advice on how to get their stuff done at school (not that I would know too well myself!). And at just that moment, I ...

Never have corporate executives approached me with a request to facilitate a service design process in the company just to confirm that they should continue doing business precisely as they have done for decades. On the contrary — the initial request is always driven by the realization of the necessity ...

You have been there. Or at least heard the stories. The service design team presents the results of their work, you take it in and feel it is not quite what you had in mind. You suggest some changes. Some more specific, some rather vague. Instead of making the changes, ...

Most new apps being developed for “old companies” don’t have the goal of adding some desperately needed features (because they are all already there), but making it simpler, more user friendly. Nobody starts out with a thought — let’s make this new app really complex and see what happens. Even ...

There is a well-known saying: “Man makes plans . . . and God laughs.” Still, it often seems that this universal knowledge fails to make it to the heads of decision-makers. Planning always happens. The quarterly plans, yearly plans, launch plans, project plans, plans of plans, reviews of plans, and ...

I am pretty certain more or less everyone has heard the statement that 80% of companies think they deliver excellent service and that only 8% of customers agree. We’re all convinced that those numbers reflect the reality, yet there hasn’t been much improvement since 2005 when Bain&Co published the research results. ...

Marketing highlights what brands can do for you to make your life easier and solve your problems. It highlights that some brands make you feel better about yourself and boost your confidence — drinking Coca Cola makes you happy, driving an Uber makes you rebellious and sexy, etc. The concept ...