In 2025, most leadership teams thought they’d finally found the solution to their customer experience challenges. Artificial intelligence (AI) promised the scale, velocity, and personalization they needed, and it did so with a favorable impact on costs. Vendors confirmed it. Dashboards were improved. Processes were streamlined. Headcount growth was no longer a worry. By year-end, […]
The Governance Blind Spot That No Framework Could Fix Introduction Most boards did not set out to abandon the concept of consulting in 2025. It crept in. Unremarkably and largely unremarked. Until by the end of the year, a common theme had emerged among both European supervisory boards and American boards: traditional models of consulting […]
Companies must stop discussing customer experience as an abstract concept because it has become essential for business success in 2026. The brand narrative which used to be a marketing promise and set of designed touchpoints for prospect impress has evolved into something different. Customer experience has become something far more operational and far more unforgiving: […]
The customer experience measurement system tracked customer satisfaction levels which customers experienced during their multiple-year interactions. Organizations started using satisfaction scores and surveys and sentiment tracking to measure their performance through these metrics. A satisfied customer, the thinking went, was a loyal customer. The belief which existed in 2026 proved to be incorrect. Customers can […]
From Strategy to Structured Execution Message from the CEO Every business sector and market segment faces the impact of a single major business trend which emerged during the last months of 2025. Organizations show high ambition through their established goals, yet they fail to develop suitable methods which would help them reach their targets. The […]
The Execution Assumptions That Collapse in the U.S. and Other Fast-Moving Markets Introduction European businesses have traditionally viewed their international growth as a natural progression from their domestic market success. Products work. Customers are satisfied. The document follows all required margin specifications. Governance is sound. The organization feels ready. The organization uses an approval method […]
Why Static C-Suites Are Failing and How Boards and CEOs Must Redesign Leadership as an Execution System Introduction The leadership structure has proven itself as a dependable organizational asset which has endured for many decades. Organizations constructed their executive teams through the selection of people who brought functional expertise and maintained stable organizational structures and […]
Why Leadership, Governance, and Operating Models Must Be Redesigned in 2026 Introduction For much of the past two decades, strategy has occupied a privileged position in corporate governance. Boards dedicate increasing amounts of time to market positioning and long-term vision development and portfolio logic and growth narrative creation because they believe strategy approval will result […]
Customer Success operated without established operational boundaries throughout multiple years of its business operations. It was important, but rarely decisive. Visible, but not powerful. People appreciate its goals but the program lacks proper evaluation of its actual results. Organizations used Customer Success as a goodwill function which focused on maintaining customer satisfaction and minimizing complaints […]
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