Consumer Duty: How to implement fair value
The Consumer Duty regulation is designed to ensure that firms act in the best interests of their customers and provide products and services that offer fair value. But how do you implement fair value [...]
AI-powered Customer Experience leads to exponential growth
In today's highly competitive and constantly changing environment, companies that prioritise their customers' experiences tend to outperform their competitors. Of course, high customer satisfaction has always been a key metric to measure and is [...]
Consumer Duty – have you underestimated the work to comply?
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
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
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 [...]
Human versus Machine
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 [...]
What’s next for our dying High Streets?
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
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
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
Almost all the work that I have undertaken in customer service has started with the simple problem statement ‘Our customer experience is not where we want it to be’. This is normally followed [...]