Armed with digital technologies and the data they generate, businesses have everything they need to understand their customers better than ever. But are organizations making the most of that potential? In this issue of Dialogue, our Focus section looks at how leaders can create truly customer-centric businesses. In the digital era, how can leaders learn to see their businesses from the customer’s perspective? How can they understand their customers’ needs – their jobs to be done, or the outcomes they are seeking – and orient around those requirements to recast their relationship with customers? How can customization create differentiation from the competition? With new technologies creating endless possibilities, we also consider how leaders can more profoundly reimagine their offer to customers. And in a world where so much of business is mediated through an ocean of ones and zeroes, we ask, how are expectations of client relationships changing?
PREVIOUS ISSUES
Q2, 2022 – Transforming work: How to lead in the new era
Q1, 2022 – People as possibilities: Unlocking talent for a new era
Q4, 2021 – The next play: New rules for teams and how to lead them
Q3, 2021 – Inclusive futures: How leaders can pick up the pace of change
Q2, 2021 – Digital leadership: The tech revolution transforming how we work and lead
Q1, 2021 – Sea change: How leaders shape culture for agile success
Q4, 2020 – Looking beyond: The future of healthcare
Q3, 2020 – New frontiers: Mastering the skills for a changing world
Q2, 2020 – The inclusion imperative: Ori Brafman on amplifying employees’ voices
Q1, 2020 – The second wave: Preparing for digital transformation
Q4, 2019 – Borderless leadership: Winning in a world without boundaries
Q3, 2019 – Better leadership: Looking within for the decency factor
Q2, 2019 – Women leaders: The ascent to the top
Q1, 2019 – Agility architects: How to build the agile company
Q4, 2018 – The footloose world: Rapid remedies to the consequences of the footloose world
Q2, 2018 – Courage in chaos: Lessons from the edge from Kate Sweetman and Shane Cragun
Q4, 2017 – Into the wirearchy: Leading from the centre in a volatile world
Q3, 2017 – The payoff paradox: Dan Ariely on why consumers like to work for their purchases
Q2, 2017 – The new rules of creativity: Vivek Wadhwa on why innovators must see the future
Q1, 2017 – New world order: Linda Sharkey on how to create global leaders for a changed planet
Q4, 2016 – Smash the system: Don Tapscott shows how blockchain will destroy hierarchies
Q2, 2016 – Trust me, I’m a corporation: How to make your company more human, with Dan Ariely
Q1, 2016 – The Z Factor: Why the next generation will change the world of work forever
Q2, 2015 – Your health: a double-edged sword
Q1, 2015 – Rewiring business for tomorrow’s world
Q4, 2014 – Viewing risk: threat or opportunity?
Q2, 2014 – Can’t see the wood for the trees?