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Topic: Leadership


Adapting your board to the digital age

Many directors are feeling outmatched by the ferocity of changing technology, emerging risks, and new competitors. Here are four ways to get boards in the game.


How telecom companies can win in the digital revolution

The wholesale transformation needed by digitally disrupted telecoms starts with full commitment and strong leadership at the top. Here are five effective steps to make it happen.


Designing and starting up a customer-experience transformation

To successfully initiate a broad improvement program, deciding where and how to start is the crucial first step.


Putting behavioral psychology to work to improve the customer experience

By understanding the considerations that influence behavior, companies can design and manage service encounters to maximize customer satisfaction.


Leading and governing the customer-centric organization

The uniquely cross-functional nature of effective customer-experience efforts puts a premium on smart governance. Clearly defined leadership, behaviors, and metrics are the places to start.


An incumbent’s guide to digital disruption

Incumbents needn’t be victims of disruption if they recognize the crucial thresholds in their lifecycle and act in time.