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Peter Cuneo

Superhero Leadership

28 Rules for Turnarounds and Transformation

Who Speaks for the Customer? uniquely focuses on raising the customer's voice to the strategic level by linking the customer experience to business economics. It also illustrates how businesses can improve their bottom line and succeed by providing outstanding customer experience while still creating a solid profit. The book explores both the theory and the practical foundation to change into or build a customer-centered business that can help transform companies. It is written with the intent of helping business leaders achieve good financial results by leveraging core success factors. Through this process, all of us who are customers might just benefit from a better business experience as well!Successful businesses change and adapt regularly. Change is often inspired by external market factors, such as economic downturns, globalization, politics, pandemics, new technology including AI, and disruptive competitive practices. Businesses are driven to make a profit, and they operate with an internal focus to create and execute strategy that drives the "bottom line." In practice, this often happens at the expense of good customer experience. Companies that take a longer-term strategic view and understand how to include customer experience in their strategy can perform better and achieve more profit than those that focus their strategy primarily on product or market trends or technology. We live in a business era where technology is integral, AI is influencing interactions, personalization is expected, and shifts in generational preferences are changing the way we work and communicate. What used to be "good enough" as a customer experience can now put a company out of business. Customer experience is essential for a company to succeed, but most executives and managers lack a full understanding of what that means for their business.The subscription business model is prevalent in many sectors. Unfortunately, business school curriculum and most legacy businesses do not understand the economics behind these overarching shifts in how business is operated. Businesspeople are unaware of how customer-centered strategy can positively impact this current business environment, and they often choose not to prioritize it. They don't recognize how directly it impacts their bottom line. The information in this book provides existing executives, managers, and those who are studying business with techniques that have the proven potential to change how businesses operate, improve customer experience, and positively impact financial success.

Improving Results with a Customer-Centered Framework

Who Speaks for the Customer?

The objective of a business continuity plan is to ensure that your business will be able to continue operating in the event of a disruption in service caused by a natural or man-made incident. This book provides a framework for businesses to assess their general and specific risks, determine measures to counter these risks, and establish a business continuity plan that will work regardless of the type of disruptive event. Written by a leading expert in the field, this text is a must-read for experienced professionals as well as those just starting out.

The objective of a business continuity plan is to ensure that your business will be able to continue operating in the event of a disruption in service caused by a natural or man-made incident. This book provides a framework for businesses to assess their general and specific risks, determine measures to counter these risks, and establish a business continuity plan that will work regardless of the type of disruptive event. Written by a leading expert in the field, this text is a must-read for experienced professionals as well as those just starting out.

How to Build an End to End Business Continuity Program

Routledge Research in Strategic Management

What is strategic foresight and why does it matter? What role does hindsight play in it? Why are individuals, organizations and societies continually surprised by un-foreseen events? The purpose of this research monograph is to deepen understanding of the role that hindsight plays in strategic foresight. By doing so, the intention of the book is to offer some insights into strategic foresight failures.Drawing on received research in strategy, psychology, philosophy and history, the role of counter-to-factual reasoning as a heuristic device is discussed and analysed as a way of rediscovering the complexity of the past. The judicious use of such a heuristic device as counterfactual reasoning, both as a sense-making process and as a strategic planning analytical framework, the book concludes, is a process for re-discovering the past, identifying the driving forces underpinning the emergence of startling patterns and fortifying strategic foresight processes.

Strategic Foresight in Business

Contemporary Management Practices

Market Trends and Turbulence

Navigating the Future of Finance

How the rise of AI agents--and other forms of autonomous intelligence--will transform every aspect of how companies create value and compete.Companies have long operated with a basic assumption: intelligence is scarce. Talent is limited, expertise is expensive, and good judgment is hard to scale. But that world is ending.AI agents are bringing a new form of labor into the enterprise--one that can work autonomously, learn continuously, and scale instantly. Their embodied counterparts, from drones to humanoid robots, are doing the same in the physical world. Together, these systems are introducing a new economic reality: cognition is becoming cheap, elastic, and abundant.In Abundant Intelligence, Deloitte's Nitin Mittal and futurist Mike Walsh show what happens when intelligence becomes cheap and widely available. Drawing on inside access to the people leading AI transformations at the world's most powerful companies, they uncover how this shift is challenging every assumption about strategy, productivity, and leadership, and what organizations must do now to stay ahead.As abundance becomes the new normal, the leader's job shifts from collecting intelligence to directing it. Those who learn to harness this expanding workforce of digital labor will unlock new levels of speed, creativity, and advantage. For everyone else, the gap will widen fast.

How Digital Labor Will Rewrite the Rules of Business

Abundant Intelligence

Use this jargon-free, step-by-step guide to create an agile, customer-centric marketing strategy and unlock the full capability of data and analytics.

Leverage Analytics, Data and AI to Optimize Marketing Strategies

Marketing Metrics

Project Stakeholder Engagement provides concepts and frameworks that can help the reader gain insights into a project's stakeholders, and how to engage them. It also gives suggestions for how to identify and understand stakeholders, and how to create an engagement plan with communication and other activities.Readers will gain essential skills to drive project success by learning to systematically analyse stakeholders and develop targeted engagement strategies. The book delivers these benefits through research-based frameworks illustrated with real-world examples, mini-cases highlighting key concepts, and comprehensive case studies bridging theory and practice. Written primarily for undergraduate and postgraduate students in project management and business administration, this book is equally valuable for practising project managers, consultants, and executives seeking to enhance their stakeholder engagement skills. It's particularly relevant for courses in project management, project stakeholder engagement, and value creation.Supporting materials include PowerPoint slides summarizing key frameworks and an instructor's manual with teaching notes for case studies, facilitating effective classroom discussion and application of the book's principles.

Analysis, Involvement, and Communication

Project Stakeholder Engagement

Technology Driven Innovation for Project Management is a treasure of new and evolving concepts that must be understood by everyone managing projects or who are impacted directly or indirectly by projects.

Technology Driven Innovation for Project Management is a treasure of new and evolving concepts that must be understood by everyone managing projects or who are impacted directly or indirectly by projects.

How to Drive Performance and Productivity Improvement

Technology-Driven Innovation for Project Management

Become the Manager You Want to Be (And Others Need)

You’re the Boss

Build organizations where employees feel truly safe to learn, contribute, and challenge the status quo. The proven practical guide to psychological safety is now expanded with updated research and powerful new frameworks and tools. Psychological safety—the belief that you can speak up without risk of punishment or humiliation—is crucial for high-performing teams and innovative organizations. This revised and expanded edition of Timothy Clark's groundbreaking framework provides leaders with a research-backed roadmap through four distinct stages that enable individuals to feel safe, valued, and empowered. The four stages build progressively: <ul><li>Inclusion Safety (feeling included and accepted),</li><li>Learner Safety (feeling safe to learn and ask questions),</li><li>Contributor Safety (feeling safe to contribute and participate), and</li><li>Challenger Safety (feeling safe to challenge the status quo and speak truth to power).</li></ul> This new edition adds compelling quantitative evidence from Clark's global database of 1.2 million data points, validating the four-stage model across cultures and demographics. New chapters explore what psychological safety is not, the dangers of “nice” cultures, the relationship between psychological and physical safety, and practical measurement strategies. Leaders will learn to banish fear, create performance-based accountability, and build environments where people thrive beyond expectations.

Build organizations where employees feel truly safe to learn, contribute, and challenge the status quo. The proven practical guide to psychological safety is now expanded with updated research and powerful new frameworks and tools. Psychological safety—the belief that you can speak up without risk of punishment or humiliation—is crucial for high-performing teams and innovative organizations. This revised and expanded edition of Timothy Clark's groundbreaking framework provides leaders with a research-backed roadmap through four distinct stages that enable individuals to feel safe, valued, and empowered. The four stages build progressively: <ul><li>Inclusion Safety (feeling included and accepted),</li><li>Learner Safety (feeling safe to learn and ask questions),</li><li>Contributor Safety (feeling safe to contribute and participate), and</li><li>Challenger Safety (feeling safe to challenge the status quo and speak truth to power).</li></ul> This new edition adds compelling quantitative evidence from Clark's global database of 1.2 million data points, validating the four-stage model across cultures and demographics. New chapters explore what psychological safety is not, the dangers of “nice” cultures, the relationship between psychological and physical safety, and practical measurement strategies. Leaders will learn to banish fear, create performance-based accountability, and build environments where people thrive beyond expectations.

How to Build a High-Performance Culture

The 4 Stages of Psychological Safety, Second Edition

Foundations of Finance

This book presents an up-to-date account of contemporary themes and topics in finance. It explores the world of finance from a fast-changing and developing finance perspective.Lucid, accessible, yet comprehensive, the volume discusses:<ul> <li>Financial system with its constituents and instruments;</li> <li>Recent trends and approaches in value-added and strategic management;</li> <li>Current laws and legislations in the domain of taxation - direct and indirect;</li> <li>Emerging concepts and practices of digital finance, known as 'fintech'.</li> </ul>Presenting current global trends and real-world cases in finance and richly illustrated with tables, figures and learning tools, this volume will be indispensable for individuals, business managers and management students pursuing courses related to contemporary finance and financial management. It will also be an important resource for executive and management development programmes (EDPs &amp; MDPs) as well as professionals, corporates, entrepreneurs, government officials, academicians and researchers.

Contemporary Finance

Routledge Studies in Accounting

Intellectual Capital (IC) has become synonymous with the Knowledge Economy, whereby the intangible resources of organisations are linked to the development of value. However, take up has been problematic, causing some pundits to question if it's simply 'locked' in theory. This book seeks to 'unlock' IC by offering a practical understanding of the IC paradigm since its inception, and takes a critical and performative examination of IC research and practices, whilst offering practical examples of how to implement it successfully. Viewed from both an academic and practioner perspective, this book is useful for students and wanting to apply IC effectively.

Over the last two decades, the term Intellectual Capital (IC) has become synonymous with the knowledge economy, whereby the intangible resources of organisations are linked to the development of value. In order to develop this new way of managing organisations, numerous frameworks have been developed to measure, manage and report IC. However, the take up of IC has been problematic, causing some pundits to question if it’s simply 'locked up' in theory. This book seeks to 'unlock' IC so it can become relevant to organisations in the creation of value. It offers practical understanding of how the IC paradigm has progressed since its inception and takes a critical and performative examination of IC research and practices. Based on the authors’ extensive experience, it provides real practical examples of how IC has been implemented in practice.This is the first book on IC that is written from a combined academic and practitioner perspective addressing what is defined as the third stage of IC research 'based on a critical and performative analysis of IC practices in action'. The book is therefore useful for both academics and practitioners - not only to understand how IC works, but to question how it can be applied effectively in different contexts.

Unlocking Intellectual Capital

Superhero Leadership

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