Failure Demand - The invisible expense
In the Financial Times, Sarah O’Connor warned: ‘In the pursuit of efficiency, [call centres] have ground humanity out of their workers — the very quality they now want to get back ... If the problem…
Building a better organisation for customers and colleagues
It is common to hear leaders in the private sector, public sector, and voluntary organisations espouse ‘Our customers are at the centre of what we do’, or similar sentiment. Behind these words,…
Technology-led change puts the cart before the horse
You can’t move today without bumping into an article or presentation that warns of the perils of ‘being Ubered’, a phrase coined by Publicis Groupe CEO Maurice Levy, meaning your organisation is at…
Customer Experience Initiatives – can they work?
Customer Experience, commonly known as CX, is everywhere. Private sector, public sector, and voluntary organisations have all embarked on CX initiatives with the aim to transform their services,…