- 3M, evolution (mindset), 19–20, 27–8
- 21 Lessons for the 21st Century (Harari), 213
- A
- adaptation, 17, 195–8
- adaptive business, 237
- adaptive leaders, feedback, 271
- adaptive organisation, 184f, 186
- motion, transformation, 28–9
- “adapt or die,” 17–18, 211–12
- advertising, spending reduction, 118
- agile decision making, 107
- albatross, 235
- attempt, purpose (clarity), 252–3
- landing, timing, 244–7
- alignment, 174, 179–80
- Alonso, Fernando, 173–4
- Amazon, 164, 206
- innovation, 147
- life events (Bezos explanation), 30
- Amazon Dash, evolution, 64–5
- analysis, usage, 197
- appearances, 124–6
- Apple, communication, 52
- augmented intelligence, 75, 90–3
- automation, 121, 138
- change, 90–3
- strategy, 93–6
- autonomous organisation, 150–1
- autonomy, 187, 189–191, 210, 266–7
- development, 175–6, 237
- efficiency, balance, 164–5
- empowerment, equivalence, 148
- value, 150–5
- Aviva, product shift, 52
- AWS, transformative mindset, 28–9, 164
- Azulay, Paloma, 35
- B
- Bahcall, Safi, 229
- Bandersnatch process, 20–3
- basket conversion, optimisation/improvement, 125
- behaviours, change, 267
- benchmarks, usage, 113, 124–8
- Bezos, Jeff, 30, 38, 62, 108, 146, 218
- Big Bounce (theory), 180–3
- blinking universe (blink-blink), 180–3
- board members, vision (setting), 27–8
- Bradley, Aaron, 113, 242, 272, 275
- Brailsford, David, 119, 136
- brands
- customer experience, 222–4
- data, contrast, 275–6
- value, 77–8, 81
- Branson, Richard, 161
- Braun, Benjamin, 83, 192, 205, 272, 274
- bravery, naivety (contrast), 240
- Brexit, 218, 220
- Brooks, Herb, 161–2
- Brownian motion, 176
- budget, considerations, 39–40
- Buffett, Warren, 173
- business
- actions, consideration, 110
- adapt or die (adaptation), 17–18, 30, 197
- albatross, attempt, 245–7, 246f
- battlefield, 108–11
- brand values, 77–8
- decision making, 218–19
- departments, disconnect (problems), 47, 91–2, 174
- divisions, measurements, 41
- environment, creation/improvement, 183–6
- experience, 66–7
- focus, misplacement, 42–4
- functions/services, 188f
- inequalities, 199–202
- knowledge, impairment (problem), 34
- landscape/starting point, 214f, 215–18
- marginal gains/losses, 118–21
- model, knowledge, 47–8
- navigation, 21–22
- people, impact, 191–2
- principles, 3–4, 25–8, 83
- problem, knowledge, 137–8
- pyramid, 4–8, 4–8f
- saviour, necessity (absence), 219–20
- silver bullets, absence, 9–10, 123
- understanding, 181–2
- value, drivers, 55
- Button, Jenson, 173–4
- C
- campaign, building, 190
- change, measurement (catalyst role), 48–50
- chaos, 7
- chess, strategy/tactics, 59–62, 61f
- chief marketing officer (CMO), tenure (length), 116–17
- classification system
- impact, 74–8
- usage/clarity, 73–4
- collaboration, 190
- Collins, Jim, 155
- Columbus, success, 257
- competitors, perception, 203
- confidence, 245
- consumers
- contextual/emotionally intelligent moments, 79f
- control, absence, 69–70
- conversion, measurement, 48
- cost cutting, efficiency (contrast), 164–5
- COVID-19
- crew, 4–8, 4f–8f, 103–5, 188f
- empowerment, 46
- purpose, alignment, 145–6
- crisis
- change, 210
- decision making, difficulties, 209
- opportunities, creation, 207–9
- C-suite perspective, balancing, 274
- culture
- change, absence, 128
- strategy, relationship, 145
- survival, 144–5
- Cumisky, Nicholas, 136, 207
- customer-centered brands, impact, 43
- customer experience, 76–8
- revenue, contrast, 52, 54
- customer experience transformation (CXT), 11
- customer needs
- identification, 254–5
- meeting, competitive advantage, 225–7
- customer relationship management (CRM) platforms, 128
- customers
- centricity, 272
- control, absence, 220–1
- happiness, 73
- interaction, business consideration, 94
- journey, 71–2
- lives, enrichment, 273
- management, 84–6
- pivoting, 189
- priority, 271–3
- service, product management (contrast), 87–8
- values, 81
- D
- Dark Nature (Watson), 179
- data science, 163
- deadweight, losing, 255
- decision, commitment, 21
- decision making, 182–3, 202–3, 218
- classification system, impact, 74–8
- Dempster, Craig, 2, 38, 149, 165, 221–2
- Digitally Native Vertical Business (DNVB), 243–4
- disqualification, example, 251–2
- diversity, equality, and inclusivity (DEI), 46, 129, 243, 280
- Do Less project, 256
- Dollar Shave Club, 150, 243
- E
- ecommerce, COVID-19 (impact), 205
- economic upheaval, 211–12
- efficiency, 162–4, 187
- Einstein, Albert, 39, 253
- emotional intelligence (EQ), 24–5, 86, 90, 144
- emotional intensity, addition, 80
- empowerment, creation, 141
- environment, control, 231–2
- events, mitigation/adaptation, 195, 225
- evolution, 17, 109, 144, 182, 258
- mindset, 19–20
- process, continuation, 202–4
- expectations, reality (contrast), 222–4
- F
- Facebook
- adaptive organisation, 186
- launch, timing, 244
- fast, slow (contrast), 240–1
- fatigue, creation, 5, 41
- fear
- creation, uncertainty (impact), 214
- determination, contrast, 227–8
- Ferguson, Alex, 146
- financial services, evolution (absence), 204
- first principle thinking, value, 260–1
- flexibility/repeatability, balance, 180
- flow efficiency, usage, 166–7
- Fluid Cube, 96–7, 225
- fluid expectations, 98f, 99
- fluid journeys, 97–9, 98f
- fluid personas, 97, 98f
- fluid transformation, 130–2
- FMCG, cutbacks, 211–12
- focused strategy, 253–4
- Ford, Henry, 183
- foundations (building), time/effort (requirement), 249–53
- freedom in a box, 146–8, 164
- frequent organisations, 200
- Fyre Festival, misalignment, 153–4
- G
- General Data Protection Regulation (GDPR), opportunities, 207–9, 218
- Gerstner, Lou, 43, 228–9
- Gillette, direct-to-consumer operation, 243
- Glossier, 147, 150
- goals, balance, 16, 116–17
- Good to Great (Collins), 155
- Google, adaptive organisation, 186, 248
- governance, 179–80
- H
- Hamilton, Lewis, 161, 173, 198
- Harari, Yuval, 213
- Harry's, customer service improvement, 25–7, 86, 150
- headless design, mindset, 130–2
- Healing Pyramid, 33, 33f, 123
- Hitchhikers' Guide to the Galaxy (Adams), 73, 137
- Holmes, Elizabeth, 152
- Holmes, Ryan, 159
- Hootsuite, 159
- human-centric relationships/behaviours, development, 192
- I
- IBM, changes, 228–30
- ideas, evolution, 258
- immersive experiences, invisible experiences (contrast), 70–3
- indirect organisations, 199
- initiative fatigue, 132–4
- innovation, avoidance, 253–4
- investment, determination, 136
- iPod, launch/success, 244–5
- K
- Keller, Helen, 141
- key performance indicator (KPI), 31, 34, 45, 53
- killer form, 255–6
- Kodak, problems, 202–3
- L
- leaders, 3, 146
- direction, 212
- following/leading, 201
- pacing, 206
- principals, comparison, 15
- target-setting, 15–16
- vision determination, 18
- leadership, impact, 144
- Lego, success, 229–30
- Levy, Steven, 248
- LinkedIn, 183
- logic test, application, 256–60
- Lombardi, Vince, 136
- long-term winning, 249
- Loonshots (Bahcall), 229
- LoveFilm, slipstream example, 206
- M
- marginal gains/losses, measurement/usage, 118–24
- margins, impact, 121–2
- McDonald's, market reach, 129
- measurements, 49–50, 179–180
- alignment, 138
- care/context, 32, 39–43
- catalyst, role, 48–50
- pivot, 276–7
- role, 277
- understanding, 125
- Mendelsohn, Nicola, 78, 126, 225, 245, 272, 274, 276
- metrics
- measurement, 39–47, 51
- prioritization, 55–6
- Microsoft, impact, 228–9
- mindset, change, 227–8
- minimum viable product (MVP), development, 114
- modernisation, impact, 210–11
- moment builder, 78–87
- momentum, building, 131–2, 176, 200
- Monzo, impact, 204
- motion
- accomplishment, 138
- conversion, 3, 73, 212–14
- progress, contrast/confusion, 1, 36–7, 265
- transformation, 28–9
- Murdoch, Rupert, 2
- Myspace, launch (timing), 244
- N
- Netflix, competition, 206
- net promoter score (NPS), measurement, 34–5
- next best action (NBA), 68, 99
- next best experience (NBX), 66, 68–9, 73, 94, 99
- next best offer (NBO), 66, 67, 99
- O
- obsolescence, 6
- opportunities
- creation, 207–9
- identification, 235
- optimisation, understanding, 113
- organisation, 199–200
- alignment (who's on the bus), 155–6, 266–7
- autonomy, transition, 151
- balance, 180
- decision making, 218–19
- description, 149–50
- empowerment/efficiency, 212
- projects, ending (difficulty), 215–16
- organisational silos, blending, 177
- outcomes
- focus, 38–9, 63–4
- linking, 202
- model, 137–8
- problems, anticipation, 242–4
- reinforcement, 133–4
- P
- pace layering (Gartner Research), 130–2
- Page, Larry, 247–8
- Patrick, Craig, 161
- perfection, impact, 112–14
- performance, process (proxying), 22–3
- performance related incentive pay (PRIP) relationship, 45
- personalisation, 254, 272
- pivoting, ability, 109
- Pizza Express, weather (impact), 232
- Pizza Hut, rebranding, 129
- plan, adherence, 109–10
- Pret a Manger, emotional intelligence (usage), 24–5
- principal, 4–8, 4f–8f, 13–14, 188f
- leader, comparison, 15
- liaison, 14–15
- principle of 10x, 247–8
- priorities, principal setting, 265–6
- progress
- acceleration, 266–8
- achievement, 141
- charting/tracking, 2–3, 132
- proxies, usage, 113
- purpose, 35, 62, 266–7
- R
- Ratcliffe, Nick, 93
- resolve, limitations, 133
- retention, improvement, 50
- Rethinking the Corporation (Tomasko), 175
- revenue-focused metric, 53–4
- risks
- mitigation, 176–7
- taking, knowledge, 239–40
- Robson, Paul, 8–9, 67, 197, 275, 276
- S
- Sagan, Carl, 256
- sales
- importance, 88–90
- science, misalignment, 152–3
- scaling fast, 111
- season, 4–5, 4f, 169–71, 212, 221
- self-trust, 256–8
- shared services, 190–1
- Shopify, launch/impact, 205
- short-term goals, long-term goals (balance), 116–17
- short-term planning, long-term planning (contrast), 275
- silos
- breakdown, 152, 272
- challenges, 41
- organisational silos, blending, 177
- silver bullets, absence, 9–10, 123
- Sinek, Simon, 51
- Slack, transformation, 154
- Slipstreaming, 206
- Smith, Craig, 41, 117, 273
- society/anarchy, balance, 179
- Starfish and the Spider, The, 149
- Starling, impact, 204
- starting point, discovery, 10, 187–91
- starting small, 111
- strategy
- conversion, 59
- flexibility, 198–9
- tactics, contrast, 59, 65–8
- success
- breeding, 135–6
- routes, 238f
- visualisation/sharing, 132
- Sun Tzu, 59, 108
- Switch (Heath/Heath), 132
- T
- tactics, 59
- tailwinds, headwind conversion, 173, 176, 193, 206–9
- Takeshi's Castle, 63, 64
- talent, hard work (contrast), 204–5
- team, 104
- alignment, 141–2, 155
- autonomy, 150, 175–6, 237
- collaboration, 49
- creation, example, 123–4
- leader communication, 120
- performance assessment, 45–6
- principal, direction, 3, 14
- tools/technology, availability, 157–8
- technology
- availability, 157–8
- change, decision, 29
- usage/settling, 185–6
- term organisations, 200
- Tesla
- adaptive organisation, 186, 247
- transformation, 150
- Thalberg, Marisa, 27, 117
- Theranos, problems, 152–3
- think big, go big approach, 216
- thinking big, 111
- Tomasko, Robert, 175
- tools, availability, 157–8
- total quality management, 210
- training, 159–62
- transformation, 10–12, 128, 150, 187, 204
- fluid transformation, 130–2
- U
- Uber, innovation, 147
- unbound interactions, organisational perspective, 221
- unicorns, raising/training, 159–62
- urgency, addition, 80
- V
- values, driving (programme), 162
- vision, 35, 37, 62
- clarity, 174
- leader determination, 18
- selling, 27
- Volkswagen (VW), improvements, 261, 262–3
- W
- Wagner, Margaret, 100
- Wahl, Deborah, 92, 110
- walls/restrictions, lowering, 176–9
- Warren, Jennifer, 43
- Watson, Lyall, 179
- weaknesses, training, 160–1
- who's on the bus (organisational alignment), 155–6
- Why, question/circle, 51–2
- Williams, David, 145
- winning
- attempt, 240–1
- long-term timeline, 249
- Wolff, Toto, 229
- Wright brothers, success, 250, 257
- Z
- Zalis, Shelley, 46
- Zwilling Group, improvements, 261–2
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