Why does a perfectly polite, procedural interaction still leave a customer feeling drained or distrustful? The answer isn’t found in your team’s script, but in your organization’s invisible architecture.
Neuroscience reveals that the human brain is a hardwired “coherence detector.” When faced with a company fragmented into silos, the customer’s subconscious detects a structural dissonance. Biologically, the brain interprets this inconsistency as a threat, triggering stress and increasing cognitive load long before the first conscious interaction even begins.
This session moves beyond the study of cognitive biases to explore Enterprise Design through the EDGY framework. We demonstrate how EDGY serves as a powerful tool for “Cognitive Care”: by mapping and aligning an organization’s facets, we can bridge the gaps between silos and design a coherent structure that the human brain can finally trust.
Eric, with his rich background, has been professionally exploring the digital and innovation strategy landscapes for the past 20 years. Highly skilled at facilitating workshops since 2012, his conviction that the whole is greater than the sum of its parts resonates strongly with his expertise in enterprise design. He works with public or private sectors, from startups to multinationals. While Eric is also passionate about strategic foresight studies, he saves that topic for an expanded version of EDGY. Eric is based in Canada but works worldwide, online or in person.
