Leadership

I’m in Lisbon. My wife is attending a conference, and I’m here as her +1. Knowing I’d have plenty of time on my own, I reached out to Bruno Figueiredo before arriving to see if he was up for a coffee. We had never met before, but

"Johan… you know I’m not a designer, but after ten years in communication and product development, I’ve seen how much better things go when skilled designers are involved from the start. Yesterday, a new client dismissed my points, and I struggled to find the right words to

I’ve been talking to a lot of boards and leaders lately. Everybody agrees: customer-centricity is essential for long-term growth and profitability. It sounds straightforward—prioritize the customer, align leadership, and empower teams. But even though everyone agrees, it rarely gets done. The gap isn’t in understanding the importance—

Did you know acquiring a new customer is five times more expensive than retaining an existing one? Or that customer-centric companies can grow their revenues 4% to 8% faster than their competitors? Or that companies that focus on enhancing the customer experience see, on average, a 15-20% increase in sales