The world is changing. So are we.
We are on a change journey and we want to develop ourselves as well as to help our clients to do the same. We are a people company and change is our business. We recognise the importance of culture in change. As a company, we need to nourish a strong organisational culture with high levels of self leadership.
Welcome to the age of experience
New technology has made everything go faster. But the true revolution is what technology has done with our expectations. Long gone are the days when providing a service or a product was enough to engage customers. When it comes to dierentiation, companies today have no option: the experience their brand or service provides needs to be at the core of their business. The demand for superior customer experience is absolute. Customer experience is what sets companies apart and keeps customers loyal to the brand.
To deliver superior experiences, companies must change at a fundamental level. This is the end of the age of silos, and the era of whole new levels of data-driven collaboration across product development, marketing, sales, delivery and customer support.
Intrapreneurship is needed in times of change
In previous industrial revolutions change happened in the working environment, at the production facilities. Today change is much closer to the people. Accomplishing change in the age of experience requires working with people and culture.
Diversed legacy organisations struggle the most in times of change. New business models must coincide with new ones, and heritage must coexist with innovation.
How do we drive a transformation in this fourth industrial revolution? This is a question a lot of companies we help are asking themselves. And certainly a question we have as top of our mind all the time. What is really required to keep your business young at heart (without losing all the benefits of an old soul?).
It takes intrapreneurship. It takes disruption from the inside. The intrapreneur is the overlooked cousin of the entrepreneur, but they share a lot in common. You have to take an active decision that you want change. Not just with words, but with actions. And you will need a management that acts, not one that talks. One that is not romanticizing what was, or waiting for things to return to normal.
You need to dedicate adequate resources – people, money and mandate. Everyone within the organization needs to actively take on change as their mission. You have to accept and even welcome the fact that change is painful. For the employees, but also for the executeves and sometimes for the owners. Working in new ways with new things is sometimes painful, at least temporarily.
Since our industry is transforming, we must too. When it comes to differentiation, companies have no option: the experience their brand or service provides needs to be at the core of their business. The demand for superior customer experience is absolute.
Making the world a better experience
Today it’s difficult to differentiate a company through a unique offering or product. A few companies in the world can say they have a unique offering or product, but the majority don´t.
In the digitalized world, the power is with the customer. After all, alternatives to your product or service are just a click away. Customers’ expectations are increasing exponentially – arguably, at the same rate at which their loyalty is declining. There is no alternative for companies when it comes to differentiation – the experience their brand or service provides needs to be at the core of their business.
For the ones who succeed, the good experiences are shared and can build global brands faster than ever before.
This has created a demand for superior customer experiences. In today´s digital, connected world, the customer experience is at everyone’s fingertips – both in terms of being a part of it or commenting on it. This means that there is always an audience and always possibilities, or a risk, if you haven´t thought through your customer experience.
And this is the reason we believe in making the world a better experience. Today, more than before, every little detail counts. You need to align what you say and what you do at all levels, if you are to be successful.
That is why our talent is our strongest asset and why each and every individual working at our Group is part of creating a better experience, every day, in every meeting and in every detail of our daily work.