By Donna Knapp Have you ever done business with an organization that liked to brag about all the extras that it provides, but doesn’t get the basics right? To some extent, the accelerated innovation that was sparked by the pandemic fueled this need to focus on the new and shiny. And for some organizations, it is what’s needed to stand out in the crowd, or to compete, or simply to survive. But here is what we know. All the new and shiny in the world can’t make up for a poor customer experience. You cannot sacrifice quality for speed. And a perk here and there can’t overcome the lack of trust that builds up when an organization fails to get the basics right day in and day out. So, what we’ve got to do is strike a balance. A feat that is easier said than done. According to the 2022 State of CIO report, 76% of CIOs say that it’s challenging to find the right balance between business innovation and operational excellence. And yet it is exactly what organizations today need to do… C. All of