”The Customer is Always Right” is Dead
By Dean Waye & Alan Gonsenhauser It’s time to kill this phrase. It’s hurting your business. It’s hurting your people. And it’s definitely hurting your profits. “The customer is always right” made sense when customers had no megaphone. Now they have Twitter, TikTok, and review sites. One angry person can hijack your entire strategy. That’s […]
AI is Your Analyst, Not Your Strategist
By Dean Waye & Alan Gonsenhauser Every boardroom wants an “AI strategy.” They’re making a mistake. AI can’t create strategy. It can only repeat what already worked. Here’s why that matters, and what to do instead. The Machine Gives You Yesterday’s Answer AI is trained on the past. It predicts the most probable next thing. […]
An Autopsy of Imagination: Technology didn’t kill Kodak and Blockbuster
By Dean Waye & Alan Gonsenhauser When corporate giants collapse, the story usually gets simplified into a tech morality tale: disrupt or die. Kodak was killed by digital cameras. Blockbuster was steamrolled by Netflix. These stories are neat, satisfying, but dead wrong. Neither company was destroyed by technology. They were destroyed by a failure of […]