Consumer Duty – have you underestimated the work to comply?

By |2023-03-15T11:32:49+00:00Tuesday, March 14, 2023|Categories: Blog, Customer Experience, Regulatory|Tags: , , , , |

The FCA want you to take Consumer Duty seriously and have already made it clear that some firms have underestimated the work required to comply. Implementation plan reviews In January, the FCA published a [...]

Operating Model Transformation: How to get started

By |2023-02-20T12:51:43+00:00Tuesday, November 15, 2022|Categories: Blog, Business Strategy & Growth, Customer Experience, Digital Change & Innovation|Tags: , , , , |

How do you get started with an Operating Model Transformation? In my last blog I talked about Target Operating Model versus Service Design or Service Redesign, and why how you go about designing operational [...]

How to start your UX project: Business and User goals

By |2022-11-15T09:47:40+00:00Thursday, November 3, 2022|Categories: Blog, Customer Experience, E-commerce, Product Development|Tags: , , , , , |

As a User Experience (UX) consultant I would never start a UX project without defining the Business and User goals first. You would be surprised at how many times this is barely considered, but [...]

What’s next for our dying High Streets?

By |2022-09-28T16:44:54+00:00Wednesday, September 21, 2022|Categories: Blog, Business Strategy & Growth, Customer Experience, Digital Change & Innovation, E-commerce, Services|Tags: , , , , , |

Difficult and challenging times for the High Street do not even touch the surface! What we should ask is what’s next for our dying High Streets?   Walking down the main streets of a couple of cities [...]

5 benefits of a Voice of the Customer programme

By |2023-02-07T11:51:06+00:00Wednesday, July 6, 2022|Categories: Analytics & Data, Blog, Business Strategy & Growth, Customer Experience|Tags: , , |

You may have heard of Voice of the Customer (VoC) but not fully understand what it is? Here's a quick explainer and five key benefits you'll get from running a Voice of the [...]

Why your Customer Service Ambition is important

By |2021-10-11T11:52:05+00:00Tuesday, June 8, 2021|Categories: Blog, Customer Experience|Tags: , , , , , , , , , |

Sign Up! For proven digital transformation advice and resources – blogs, interviews, webinars, guides and more. subscribe We all know that succeeding in customer service is [...]

3 BIG ways you can improve your customer service experience

By |2021-10-11T12:08:03+00:00Monday, March 8, 2021|Categories: Blog, Customer Experience, E-commerce, Product Development|Tags: , , , |

Sign Up! For proven digital transformation advice and resources – blogs, interviews, webinars, guides and more. subscribe Almost all the work that I have undertaken in [...]

How to create outstanding customer experiences post Covid-19

By |2020-11-03T09:47:07+00:00Tuesday, November 3, 2020|Categories: Blog, Customer Experience, E-commerce|Tags: , , , , , |

Transitioning from a physical to a full digital shopping experience in B2C: How to create outstanding customer experiences post Covid-19 The pandemic crisis, with its lockdowns, social distancing and customers reluctant to go back to [...]

8 Simple Tips for Building a Better Digital Experience

By |2023-01-10T14:28:03+00:00Tuesday, November 3, 2020|Categories: Blog, Customer Experience, E-commerce, Product Development|Tags: , , , , , , |

This week I found myself having to fly to Düsseldorf on business. I had flown with this German company before, but for the first time in years, I had to book the business flight myself. [...]

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