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 [...]
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 [...]
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 [...]
How powerful is your computer? There is a strong chance your answer to this question will be along the lines of: I have an Apple MacBook with the new M2 chip and an 8-core [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
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. [...]
