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Where to start
People in any organisation naturally see the world from the inside-out, closer to their colleagues, their business, and their industry, than they are to their customers and what really matters in their lives.
Add to this that organisations traditionally achieve scale and success by getting faster and cheaper at doing what they’ve always done. Reliable repetition is the name of the game and the business of change is herculean in comparison... Even making small changes is tough.
However, whilst organisations are busy...