There is one cluster of topics which captured my attention - the "customer obsession". It is all about the customer. Start with the customer and then work backward (outside in). It's about simplicity to allow the client to reach the desired outcome at the speed which is optimal for him. It is about flow and with processes and systems enabling it. The need to aim for full self service in such a way that customer service is not required is a natural consequence. And this is the base for scalability. And this allows not just to think big - it allows to reach the high ambitions.
This is in sharp contrast to the behaviours of incumbent companies in many sectors. They often think inside-out and build the processes and systems around the internal structures. Client service suffers, processes are without the flow and breaks and human interactions are part of the solution. Such approaches do neither scale nor do they deliver the client experience which is today expected. It's about the ability to achieve goals and reach outcomes everywhere and at any time.
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