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Experience to deliver the service as designed

We are the experience consultancy, and so we strongly advocate to our clients that they start any improvement by considering the experience they want to deliver. Motivated by their customers,...

CX Talks: CX in banking

Join Tom and Lucile as they discuss the challenge of ensuring consistent and improved CX for banks, in particular larger, legacy banks. Lucile offers an insight into not only how...

The demands of CX on demand

A child born in the UK today can expect to live more than 80 years. In that time, it is estimated they will stay in education until they are at...

Six month reflections…

Six months since starting at Clarasys, and how am I feeling? This month marks six months since I moved to London to start a new job with Clarasys. There were...

Intro to Kaizen - Continuous Improvement (CI)

The Japanese word ‘Kaizen’ translates to ‘change for better’ and originates in post-war Japan where groups of workers were urged to focus on quality in order to decrease manufacturing defects...

Masterplans: Archived or Actioned?

How to design and deliver for an ever-changing future, with predictability and adaptability. We have more information than we can easily make sense of and stakeholders who increasingly expect certainty...

Is there a better way to listen?

Drilling deep into change programmes to discover why they have failed to achieve their goals is a favourite pastime of many a blog writer. Most people come back to the...

The T-Shaped Lawyer

The T-Shaped Lawyer

What is T-shaped and why is it necessary for legal? ‘T-shaped’, a word commonly used in branding, means that an individual has both a breadth of knowledge, and a depth...

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