Client expectations shift along three lines: from solutions to insight, from delivery to impact, from distance to proximity. What does that mean for how you create value?

Many organisations invest energy in the ‘what’ of change but skip the ‘how’. Sensemaking helps leaders understand what’s really going on before jumping into action.

Many service providers experience the tension between what you do now and what's becoming possible, between the operational excellence clients count on and the strategic evolution the future demands.

You're sitting with your leadership team. You want to be true partners with clients. Six months later, you notice something.

How does your organization see itself? As a support function delivering tasks efficiently? Or as a partner creating meaningful impact?

Across service industries, organizations are discovering that their expertise creates more lasting value when building client capability rather than completing individual projects.

Most organisations know two main innovation strategies: incremental innovation that gradually improves existing offerings, and disruptive innovation that fundamentally changes markets. But there's a third approach—one that's both powerful and practical for service organisations ready to create meaningful impact.