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.

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?

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 world moves faster than plans can keep up with. What worked yesterday doesn't automatically fit tomorrow. Yet the reflex is to reach for what we know

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.