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, Public and Third sector espouse “Our customers are at the centre of what we do” or similar sentiment. Behind these words, the leader’s intent is to…


Technology led change is putting 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, known in its short form as CX, is everywhere. Private, public and third sector organisations have all embarked on CX initiatives with the aim of transforming their services,…