To our clients and friends:
I recently heard comedian Michael Jr. speak about the power of laughter. During his talk, Michael explained how dyslexia required him to really work at understanding the words he saw on paper. Sometimes, he had to look at a word in different ways to figure out what it meant. Comedians are good at what they do in part because of their ability to look at things differently. You think you know where they are going, and then they throw an unexpected curve that triggers what they seek—laughter.
The more I thought about his message, the more I recognized its relevance for our own business. Whether consultants or corporate executives, each of us has expertise and unique perspectives that we apply to create value. In our work, we often see the greatest value when we turn a business challenge or problem upside down and look at it from a different or multiple angles. That concept of multiple perspectives very often creates value beyond the sum of the parts—in other words, 1+1=3.
That’s what we strive to do every time we confront a new challenge—and why we have carefully built our team with an uncommon blend of business consulting and technology expertise.
For this issue of Best of the West, we picked four topics—all hot issues in the market today and things I hear frequently in discussions with our board, executive team, and clients—and took a fresh look at them by having members of multiple teams collaborate to provide a different and multidisciplinary view.
Without question, the concept of effortless and differentiated customer experience is one of the hottest business topics, across all industries. It is very easy for people to “switch” when they don’t get the real-time, on-demand experience they expect. To deliver the experience your customers expect, you need to understand them…but you can’t do that without good customer data. In the article, Customer insights: The next frontier, our customer experience and advanced analytics teams have paired up to pose some key questions to ask and answer in your journey toward your organization’s customer experience “North Star.”
We also look at:
We hope you’ve found these new perspectives useful and relevant. We encourage you to look for new ways to apply multiple lenses the next time you confront a challenge or decision in your business. Sometimes, those different ways of looking at things might just be the ticket to that next big breakthrough.