A lot of you are probably thinking ‘Data!? What a boring topic!’. Well, first of all you are wrong. Secondly, whether it be a global financial solutions organisation, a medium...

Standout customer experience occurs when employees act autonomously. Empowering employees has numerous benefits; it improves customer experience and can ultimately lead to increased retention and loyalty. Even in environments where...

In April 2019, we witnessed police forces struggling to cope with the environmental protestors on London and Paris’ streets, while politicians endeavour to get close to targets to halt climate...

Powerful communication can connect and inspire an audience. When it’s done well, it builds trust. When it’s done poorly, it leads to alienation, frustration and can even cause the audience...

Imagine there is a problem with one of your domestic appliances. You have already listened to 20 minutes of a helpline’s hold music and only dropped to 15th in the...

Organisations spend a lot of time trying to solve complex and volatile problems relating to customer expectations. In this blog we will look at one of the leading techniques for...

Agile project management has its roots in the Lean manufacturing approach pioneered by Toyota during the latter half of the twentieth century. The software development community fully embraced the Lean...

When it comes to customer understanding and improving satisfaction, measuring and managing your CX initiatives from the customers’ perspective can take an organisation to the next level. Perception counts more...

Thinking about the digital transformations I’ve witnessed in the last few years, it’s true to say the same issue arises regardless of the size or type of client involved. Most...

Starting a new job can stir up all sorts of feelings and questions including: “Have I made the right decision?” and “Will I fit in here?” But it’s fair to...

Post-merger integration can be tougher than hammering out the deal itself – in more than half of M&A transactions, organisations fail to boost shareholder value or deliver the business case...

Customer experience is the talk of the town and given its direct impact on your revenue figures and overall margin, it should be the talk of your boardroom too. Transforming...