Sometimes the biggest risks in your business aren’t obvious. They’re hidden in the gaps between teams. Work gets done, but critical information gets lost, compliance slips, and frustration builds.In this episode, Damion Albinson and Susannah Clarke reveal how understanding the internal voice of the customer transforms how teams collaborate. Using real examples from a complex logistics environment, Damion shows how moving from “I didn’t know you needed that” to consciously understanding your role in the wider process can make a real difference.If you want practical insight into bridging the hidden gaps in your processes and building a team that’s consciously competent, this episode is a must-listen. More resources:SIPOC TemplateUnderstanding the Voice of the CustomerSystems Thinking From a Leadership Perspective PERFORMANCE IMPROVEMENT IN AN AI-DRIVEN WORLD.The Goals to Results Conference is back! 17th March 2026. Get your ticket here. More from PMI: Dive into our Knowledge Hub for more tools, videos, and infographics Join us for a PMI LIVE Webinar Follow us on LinkedIn Take your improvement career to the next level with PMI's Lean Six Sigma Certifications - now available in two new and accessible formats, built around you. Explore On Demand >> Explore Distance Learning >>

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“What did the council decide on item 42?” — answered with the speaker and the moment.

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