Conversation Agent - Valeria Maltoni - Is Your Service Agile?

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There is a middle ground indeed. When it comes to service and support, organizations need to learn to exhale more and better. Agile development does account for creating, launching, gathering user feedback, and so on. Indeed, breathing is good.

Hi Valeria,

I think there is a middle way. Personally, agility is not a virtue it is contextual.

The ambition of any business person must be to be appropriate. There is a time for emergent processes (interaction, collaboration etc) and there is a time for structure and form ( planning, processes and tools etc) etc.

The two are the exhaling and inhaling of the corporation.

One is largely behavioural. Presence, connectedness, generosity etc bring the corporation into a kind of sweet spot of potential. Every business requires a requisite degree of messiness to be sustainable.

The other is cognitive. Planning, processes etc to figure out how to create value in that sweet spot. Like wise every business needs processes, planning etc. It's the net that enables the business to capture the opportunity created by behaviour.

Over time, good businesses do both. Inhaling and exhaling. Head and heart. creating and consolidating, creating and consolidating.

Of course, if all you've ever done is inhale like a lot of corporations ( plan etc) I'd take your advice to start "exhaling" but not for too long.

As someone said here last week "remember to breathe".

Always a pleasure.


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