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.