To start the journey to get the edge, start with understanding your customers and have clarity on what decisions you need to make. This will provide the context and data,...
Now more than ever, an agile approach allows teams to reconcile project expectations with changing budgets and resources. Projects always start up with good intentions for finishing on time and...
In spite of the changes around us, in spite of the new ‘remote customer’ becoming more and more apparent… customer experience has never been more important. Which is why we,...
The Pareto principle, coined by the management consultant, Joseph M.The Pareto principle, coined by the management consultant, Joseph M. Juran, states that the majority of your output comes from the...
The more experienced and sophisticated the organisation becomes, the better their tools get, but you don’t have to be a big player to leverage big data, or more importantly –...
The pandemic has increased pressure on charities to achieve more with their limited resources; and to demonstrate those achievements to donors. In 2020, three quarters of charities have seen increased...
The COVID climate presents some critical challenges to the business-customer relationship. With resources tightened and budgets shrinking, a higher level of scrutiny is being applied when determining whether purchased services...
There is no doubt that 2020 will go down in history. We are living through a global pandemic, we’ve experienced local and national lockdowns, and undergone great uncertainty. This year...
Delivering a great Customer Experience transformation programme is more important than ever to make the right decisions, achieve results, remain competitive and resilient. When it comes to implementing CX transformations,...
To thrive in a digital age, shopping centres and department stores have to reinvent themselves, and go beyond digital in order to stay relevant, combining bricks and clicks Shopping centres...
Welcome to the second episode in our series on data management. In our previous podcast, Philip and Aneesha talked about the challenges faced in the Not-for-Profit (N4P) sector around data...
How do you know if your lead to cash (L2C) process is functioning properly? If customer loyalty is strong and employee satisfaction is high, it’s likely there’s little wrong with...