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.

You know that feeling when your team is truly engaged, customers feel seen, and the culture still has that family vibe. You've built something real. So how do you scale without losing it?

McDonald's, IKEA, Ryanair, Apple, Starbucks, LEGO, Nordstrom. What do you notice when you look at these companies? Their size or their budgets — most organizations can't match those. But there's something else.

The world is changing. We all feel it. But what does that actually mean — for your work, your team, your organization?

What happens when the ground shifts beneath a long-standing business relationship? When the familiar patterns that once felt secure suddenly feel insufficient?

Many complex issues surround us in today's complex and uncertain world. These challenges shape the economic, political, and social landscapes, impacting our organisations, client relations, and position in the world. The invitation is not to conquer these complexities, but to learn how to navigate them.

The financial consequences of losing a spouse can be devastating. Whether those consequences are manageable depends on several factors. One of them: has the household taken steps to cover the loss of income?

When you've been somewhere a long time, you're part of the system. You helped build what's there now. The processes, the structures, the way things work — your fingerprints are all over them.

Change is what happens on the outside. Transition is what happens on the inside. Here's what makes it hard: everyone moves through this at their own pace.

Every IT department knows the problem. Old systems that once worked perfectly but now get in the way. Code no one dares to touch anymore. Technical legacy. But there's another kind of legacy, too.

Recently I watched “Steenrijk Straatarm”. This episode featured a single mom with four kids. They scrape by on a few dozen euros a week. How did it come to this?

Suppose you were a blacksmith in 1908, what choice would you have to make towards the future? The demand for horseshoes declined, but there were not yet enough cars for a profitable tire business. What are you doing then? In retrospect, the answer is simple, but in 1908 it was not easy.

There is a difference between the value customers experience and what service providers claim to deliver. We open the discussion to two questions from a customer centricity and change leadership perspective.