Our insights Thinking Experience our thoughts All categories Agile Business and technology transformation Change Culture Customer experience Data governance Digital Adoption Financial services Healthcare Marketing Media and Information services Not for profit Operational efficiency Order management and fulfilment Process improvement Professional services Public sector Sales Service Design Technology Transformation and design Uncategorised Jun 30th 2020 The challenge for government shared services The Current Landscape for Shared Services Joint ventures that both combine expertise, and gain scale efficiencies, are a common business… Read more Jun 23rd 2020 The COVID-19 recovery journey Whilst each organisation will be in one of the four sectors of our COVID-19 strategy model and should consider their… Read more Jun 11th 2020 Why do customers dislike chatbots? In recent years, front-line support has slowly been replaced or supplemented by chatbots. A user logs in to ask more… Read more May 21st 2020 Remote customer service video Q&A As part of our remote customer service mini-series, we asked you to submit your questions on challenges you are facing… Read more May 15th 2020 5 levers to achieve great remote customer service, employee experience, and productivity Today’s social distancing is causing headaches for any organisation with customers they wish to keep beyond Covid-19. Providing them support… Read more May 7th 2020 COVID 19: Outstanding customer service from afar – start with the human Taking the opportunity of today’s challenges to deliver a better service to your customers and make your agents happier. … Read more Apr 29th 2020 The changing face of retail – through COVID-19, and beyond. Setting the scene: As the lockdown continues in the UK, retailers, along with all other industries, are facing a mass… Read more Apr 23rd 2020 Tips for wellbeing during COVID-19 I started 2020, like many, with a list of goals that I wanted to achieve this year. Fast-forward to April… Read more Load more
Jun 30th 2020 The challenge for government shared services The Current Landscape for Shared Services Joint ventures that both combine expertise, and gain scale efficiencies, are a common business… Read more
Jun 23rd 2020 The COVID-19 recovery journey Whilst each organisation will be in one of the four sectors of our COVID-19 strategy model and should consider their… Read more
Jun 11th 2020 Why do customers dislike chatbots? In recent years, front-line support has slowly been replaced or supplemented by chatbots. A user logs in to ask more… Read more
May 21st 2020 Remote customer service video Q&A As part of our remote customer service mini-series, we asked you to submit your questions on challenges you are facing… Read more
May 15th 2020 5 levers to achieve great remote customer service, employee experience, and productivity Today’s social distancing is causing headaches for any organisation with customers they wish to keep beyond Covid-19. Providing them support… Read more
May 7th 2020 COVID 19: Outstanding customer service from afar – start with the human Taking the opportunity of today’s challenges to deliver a better service to your customers and make your agents happier. … Read more
Apr 29th 2020 The changing face of retail – through COVID-19, and beyond. Setting the scene: As the lockdown continues in the UK, retailers, along with all other industries, are facing a mass… Read more
Apr 23rd 2020 Tips for wellbeing during COVID-19 I started 2020, like many, with a list of goals that I wanted to achieve this year. Fast-forward to April… Read more
