November 2024Enterprise Capability
Capability, Not Technology, Is the Real Constraint
Transformation stalls when the skills and behaviors of people lag behind the tools. The Enterprise Capability Framework starts there.
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Blog
Thoughts on enterprise and technology capability.
Practical insights for individuals and leaders developing the skills and behaviors needed to deliver exceptional service to customers — today and in the future.
October 2024Enterprise Capability
The Behaviors Behind Exceptional Customer Service
Service excellence is not a slogan. It is a defined set of behaviors that can be assessed, taught, practiced, and sustained.
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September 2024Technology Capability
How to Build Technology Capability in Your Role
You do not need to be an engineer to be technology-capable. You need judgment about value, adoption, and scale.
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August 2024Technology Capability
Adopting Emerging Technology Without Disrupting Service
The Technology Capability Framework treats adoption as a behavior change problem first, and a tooling problem second.
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July 2024Enterprise Capability
Succeeding in Your Role Today and in the Role You Will Hold Next
A practical way to map the capabilities your current role demands against the ones your future role will require.
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