By: Michael McQueen
We all have our own story of dealing with friction. Hours spent on hold, inefficient systems and arbitrary rules all play a role in making many customer experiences unbearable. The only outcomes of systems such as these are higher costs, confusion and irritation. Read more
By: Michael McQueen
A few years ago, I was running a strategy workshop with the leadership team of a global medical device firm. As we explored the disruptions that were impacting their business most, one came up that I hadn’t previously considered. Read more
By: Michael McQueen
As innovations continue to proliferate, technology is being increasingly integrated with the human body. Read more
By: Michael McQueen
More than any other point in history, our era idolises the individual. Especially in the West, our ideals, advertising and algorithms place the individual at centre stage of their own lives. Laws, instructions and requests that once would have been seen as serving the greater good are now likely to be interpreted as fundamental threats to freedom and autonomy. Read more
By: Michael McQueen
While current trends like the Great Resignation are placing powers in the hands of employees, the technological advancement that the pandemic accelerated is highlighting the many industries that are increasingly vulnerable to disruption. Read more
By: Michael McQueen
With the last couple of years boasting an unrivalled pace of change, 2022 is approaching with promise of further transformations in the way we live, work and shop. With global crises exposing inefficiencies and issues of remote living raising demands for new solutions, technological innovations have been quickly adopted by businesses and are set to continue taking over our work and play. Read more
By: Michael McQueen
Trust is a non-negotiable in today’s economy. For obvious reasons, businesses that are trusted are more lucrative and more loved than their competitors. Read more
By: Michael McQueen
Within a society driven by capitalist aims – efficiency, accumulation, profits – the endless innovation of new products is a worthy practice. Keeping consumers keen for new products is key, and so the clever marketing, regular new releases and planned obsolescence begin. After all, why would a customer buy a new product if they are satisfied with what they have? Read more
By: Michael McQueen
Looking back over the last two years quickly reveals a narrative of fear. In all the frenzies of panic-buying, the conspiracy theories and the misinformation that fed our anxiety, we have consistently been driven to hysteria by a very primal sense of fear. Read more
By: Michael McQueen
Working from home raised a range of challenges, but as life continues getting back to normal post-Covid, it is the return to work that might pose the most difficulty. Clashes between the expectations of employees and employers are becoming more frequent, as are debates surrounding how work should function in the post-Covid world. Read more