Strategy and Decision-Making · 6-8 minute read
Read Capsule →Strategy Is About Choice, Not Planning
A practical explanation of strategic choice, common frameworks, trade-offs, and the path from analysis to action.
Published July 2026
Practical thinking for customer and business challenges.
Focused insights that make business, customer experience, strategy, and transformation concepts easier to understand and apply.
Ideas designed to be used.
Business Capsules bring together practical experience, continued learning, and structured thinking. Each one focuses on what a concept means, why it matters, and how leaders can apply it to a real decision or challenge.
The library will grow across customer experience, strategy, transformation, customer lifecycle, continuous improvement, and cross-functional execution.
Customer ExperienceComing soonStrategy and Decision-MakingTransformation and ChangeMarketing and Customer LifecycleComing soonContinuous ImprovementComing soonLeadership and Cross-Functional ExecutionComing soon
Transformation and Change · 8-10 minute read
Read Capsule →Choosing a Change Management Approach and Framework
A practical guide to diagnosing the change first, choosing a planned, emergent, dialogic, or hybrid approach, and selecting Lewin, Kotter, or ADKAR based on the main implementation risk.
Published July 2026
Related practical resources
Explore the Change Guides →Choose the approach. Apply the framework.
Use the selection workbook first, then move into the Lewin, Kotter, or ADKAR application guide that fits the change.
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