Optimizing for efficiency can lead to a decline in customer satisfaction and loss of competitive advantage. While efficiency may be seen as a proxy for effectiveness, focusing solely on efficiency can result in a homogenous approach that reduces resilience. The key to business resilience lies in prioritizing the customer experience over mere efficiency measures.
In today’s episode of Simplifying Complexity, we’re joined by Rory Sutherland. Rory is the UK Vice Chairman of the iconic advertising agency (and inspiration for the television series Madmen) Ogilvy, where he has worked for close to 40 years.
In today’s conversation, you’ll hear how Rory became interested in complexity science, how bees build resilience, why short-term rationality can lead to long-term irrationality, and why efficiency is a bad proxy for effectiveness.
Connect:
This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.