"We have a lot of fragmentation and business unit silo mentality. When external companies want to collaborate with us it is very difficult for them to find their way, contact the right person or business unit, or understand how to get work done. Departments are unaware of the bigger picture …

"People don’t need messages, they don’t need information — they need a friend they can trust. If you go and tell them something, it doesn’t change anything. You need to work with them. There is no shortcut to these things — you need to navigate, negotiate. You need to nudge."