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 [...]

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 [...]

4 ways to revisit your customer centricity in 2022

By |2022-08-02T08:50:59+00:00Tuesday, January 4, 2022|Categories: Blog|Tags: , , , , , , |

The world is divided into two camps; those that set New Year's resolutions and those that firmly avoid them! For me, New Year's resolution setting is a way to take a bit of time [...]

The Case For Change: The Case For Transformation

By |2023-01-10T14:08:16+00:00Monday, April 26, 2021|Categories: Blog, Digital Change & Innovation|Tags: , , , , , , , |

If you're not convinced yet that there is a case for change and case for digital transformation, then read on. Acceleration in digital A favourite quote is, "The world will never be this slow again". [...]

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 [...]

Anthropocentric Leadership to Succeed in the 21st Century

By |2022-10-04T11:34:52+00:00Tuesday, November 3, 2020|Categories: Blog, Digital Culture, People & Organisations|Tags: , , , , , , |

The world keeps changing at a faster pace than ever before, and I remain puzzled why leadership style has hardly changed the last few centuries? To be blunt: we live in the 21st Century, using [...]

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. [...]

The future of retail Part 3: digital transformation in retail

By |2022-12-19T12:03:37+00:00Tuesday, November 26, 2019|Categories: E-commerce|Tags: , , , , , |

In a three-part series our retail and customer experience expert Jonathan Hilton discusses the ‘future of retail’, offering insight into the current challenges retailers’ face, along with some proven advice on how they can [...]

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