by Annette Franz | Jul 15, 2026 | alignment, culture, customer experience, employee experience, golden thread, leadership, outcomes, strategy, systems thinking, Uncategorized
This is the fourth in a series on the Golden Thread and your systems. If you haven’t read Where the Golden Thread Breaks Most Often or Strategy Is a System, Not a Statement or Customers Don’t Experience Your Intentions. They Experience Your Systems. it’s worth...
by Annette Franz | Jul 8, 2026 | business outcomes, culture, customer experience, employee experience, golden thread, leadership, systems thinking, Uncategorized
This is the third in a series on the Golden Thread and your systems. If you haven’t read Where the Golden Thread Breaks Most Often or Strategy Is a System, Not a Statement, it’s worth starting there. We’ve established that the Golden Thread breaks when what leaders...
by Annette Franz | Aug 11, 2016 | agile, customer experience, customer service, lean management, systems thinking
Today I’m pleased to share a guest post by Ben Motteram, aka CXpert. His post includes an interview with Olivia McMillan of REA Group. CX Journey delved into the concept of lean management a few weeks ago. At its core, lean management is about maximising...
