The Scale Model gives CX leaders a sequence: align the operating model first, then automate — not the other way around.

In our work, we spend much time examining companies’ operating models and organizational structures. Many that we talk to have not taken a deliberate, planned approach to designing their models, ...

You’ve crafted the strategy. You’ve built the roadmap. You’ve launched the transformation. But somewhere along the way, momentum stalls. Meetings multiply, decisions slow and delivery drifts. Sound ...