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.

We notice a pattern in our work with mid-sized service providers. Teams that feel genuinely limited by market conditions, client expectations, or resource constraints discover something unexpected when they create space to question what they take for granted.

I’ve had countless conversations with leaders of mid-sized service organizations. And underneath all the strategic discussions and market challenges, one essential question keeps coming up:
How do we stay relevant and truly meaningful in a world that’s changing faster than ever?

More and more leaders I work with are sensing something important: As we’ve always defined it, growth no longer tells the whole story. Not because growth isn’t significant. But it no longer captures everything that truly matters.

Whether it's navigating growth, digital transformation, reorganizations, or market shifts, uncertainty feels like the new normal. As service providers, how do we show up in these moments?

Change and change management are terms that spark all kinds of expectations—especially for leaders and professionals navigating in a complex and uncertain world. Everyone assumes what change means and what change specialists or programs should deliver. But not all change is created equal. It’s time to bring more clarity.

The mental models and leadership approaches that served us well for decades increasingly show their limits. Economic growth no longer serves as the sole compass for success, and the familiar ways we work strain under the weight of rapid technological, social, and environmental shifts.

In today’s fast-changing world, it’s tempting to look for big strategies or bold visions to lead the way. But real, profound change usually starts with something simpler—and more human: trust.

Change is no longer a linear process—it’s dynamic, complex, and requires leaders to foster agility, trust, and behavioral leadership at all levels. Here are my key takeaways from the program.

Lately, I’ve reflected on the crossroads where digital transformation meets sustainability and what this means for us as leaders in mid-sized European service providers. It feels like we’re standing at a pivotal moment that calls for more than incremental change or efficiency gains.

If you lead a midsized service company, you probably already know the magic that happens when your team is engaged, your customers feel valued, and your culture feels like a family. You’ve built something special. But as you look ahead, you might wonder: How do I take this success to the next level without losing what makes us unique?

Change is a natural rhythm of life—an unfolding process we all navigate in our own way. Yet, when people express their natural reactions to change, we often label them as “resistance.” That word carries weight, a judgment that feels unjustified when we pause to truly listen.

For mid-sized service providers navigating complexity, this raises a question worth exploring: How do meaning and impact take shape in our work? Is it something that happens, or can we intentionally cultivate them through simple, guiding principles that help us understand where we’re headed?

Mid-sized service providers are experiencing a quiet yet profound shift from just delivering services as products to making a meaningful impact on people’s lives and our communities. This shift prompts an essential question for leaders: What role do we want to play in the world—and how do we navigate toward it?

A few years ago, one of OUR clients was challenged to deliver more value than just the annual premium adjustment and adequate claims handling. The challenge was not without consequences.