Design for inclusive and agile problem-solving

As they become more senior, executives often have less contact with those at the front lines of their organizations and, as a consequence, their customers. Leaders need to be aware of these blind spots and empower their employees—including those closest to the customer experience—to take ownership of customers’ problems and innovate on their behalf.

As leaders develop and iterate their strategy for where they are going and how they will get there, they need to surround themselves with people who have their fingers on the pulse of the organization.