Best Practice Report

The Adaptive Thinker: Flex Between Divergent And Convergent Thinking To Win

August 15th, 2019
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
David Truog , Amanda Chen , Shayna Neuburg

Summary

Every business runs on thinking, mostly in two modes: divergent and convergent. Yet individuals and organizations tend to favor one mode over the other when they shouldn't — or misapply them. This report for customer experience (CX) pros explains how you and your colleagues can become adaptive thinkers and use the two modes for maximum impact on improving CX — and everything else about your company.

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