How do knowledge, power, and influence affect customer experience?

 This post was written in conjunction with Carl Lyon for The QoE and was first published on The QoE blog Our first topic of 2016 explored knowledge, power and influence in organisations. Or to be more specific, where is the knowledge, who has the power, and how is this affecting the ability to influence behaviour? … More How do knowledge, power, and influence affect customer experience?

The real difficulty…is in escaping from old ideas

Or to give you the full quote: “The real difficulty in changing any enterprise lies not in developing new ideas, but in escaping from the old ones” (John Maynard Keynes) If you have twenty minutes, make a cup of tea and take a peek into the future. In this short video, John Seely-Brown (JSB) – … More The real difficulty…is in escaping from old ideas