With Shaun Smith ( See the book – On Purpose: Delivering a Branded Customer Experience People Love), I delivered a two day event which facilitated thinking about the organisation’s Customer Experience and identified opportunities to differentiate themselves in the market. In additon to this I spent time with the delegates focusing on their role as an internal consultant to the business.

They were introduced to Peter Blocks consultancy model and did some practical work to reflect on the skills and approaches it requires aswell as how to use it in practise.  We looked at influencing skills and the importance of building a network in order to lobby interest in your ideas.  

Given the size of the task at hand we also discussed Professor Keith Grints Wicked Problems research to find some of the immediate next steps that could be taken to move their plans along effectively.   This was a participative, discursive and reflective event which provided the team with a number of tools to work with to deliver their goals.