Leading for Business Excellence Podcast

Episode #8: Adapting your Strategy in Disruptive Times with Claire Miles, CEO of Yell

In this episode, we’re joined by Claire Miles, Chief Executive Officer of Yell, the organisation that provides innovative digital marketing solutions to help UK businesses thrive.

Claire joined Yell 2.5 years ago with the remit to establish a turnaround strategy.  She talks candidly about her approach to this, including her assessment of the organisation and the steps that she went through to understand what the priorities were.  Just six months later, the pandemic hit and the organisation faced the challenge of adapting the strategy to adjust to the new environment.

Experiencing the benefits

It’s interesting to hear how the impact of the pandemic levelled the hierarchy, and how new communication rhythms enabled Claire to more closely integrate with her teams.

Listen now to hear our great conversation about measuring the end-to-end customer journey and how to deliver the very best experience for them.

More ways to listen to: Adapting your Strategy in Disruptive Times with Claire Miles, CEO of Yell

Inspired by Claire's experiences? Resources that might interest you:

A PMI client had developed a comprehensive strategy for realising ambitious growth plans, but lacked a structured means of deployment.  Find out how we helped.

Read now – Strategic Alignment Through Hoshin Kanri

Director of Operational Excellence, Naveen Shanmugam talks about adapting to the right improvement approach depending on your business needs.

Watch now – Room for Improvement Episode #4

What do you do if you discover that the methods your organisation has committed to adopting have been set aside and instead one of your colleagues continues to manage their people and processes the way they always have?

Read now – Managing for Continuous Improvement blog

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