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Insight

Insight
Fraud in the NHS – The hidden risks to your organisation

Pressures on clinical teams across the NHS have never been higher, but it’s not just the pandemic that is to blame.

Insight
Whitepaper: How to nudge your CX and transform your business

Richard Chataway gives a glimpse of how your organization can optimize its customer experience (CX) with the power of pioneering behavioral science.

Insight
Introduire la science comportementale dans votre expérience client

Richard revient sur les temps forts de sa conférence lors de notre récent événement Future of Service.

Insight
Fraud in the NHS – The hidden risks to your organisation

Pressures on clinical teams across the NHS have never been higher, but it’s not just the pandemic that is to blame.

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Insight
Whitepaper: How to nudge your CX and transform your business

Richard Chataway gives a glimpse of how your organization can optimize its customer experience (CX) with the power of pioneering behavioral science.

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Insight
UK utilities sector facing vulnerability and trust challenges in 2023 

Simon Coulbeck looks at the most significant industry challenges and opportunities within UK Utilities and predicts some key areas that will be on the sector’s agenda in 2023.

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Insight
What does the future of customer service look like?

We explore how we can all think about design differently to achieve better outcomes for our customers, our organizations and wider society.

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Insight
Sustainable finance: What you need to know about its challenges and opportunities

What should financial services firms consider when pursuing customer-led transformation?

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Insight
Embracing Citizen Development 

Our latest whitepaper charts the rise of citizen development, outlining a framework to help organisations realise the transformative potential it can unlock within their workforce and operations.

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Insight
Innovative Healthcare: Why there is still time to fix burnout in the NHS 

Pressures on clinical teams across the NHS have never been higher, but it’s not just the pandemic that is to blame.

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Insight
Reflections on ‘The business case for customer journey transformation in financial services’ Think Tank

What should financial services firms consider when pursuing customer-led transformation?

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Insight
The Future of Service Forum: How to achieve peak performance using data and technology 

We recently hosted the latest instalment in our Future of Service series for 2022, our first in-person event since the pandemic.

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Insight
Buy Now Pay Later – fintechs and the customer journey-led transformation opportunity

The second of our series looks at how fintechs can turn risks into opportunities when it comes to consumer-led Buy Now Pay Later regulation. 

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Insight
The business case for customer-led transformation in financial services

Exploring the crucial business case for holistic, flexible, and connected customer-led transformation programmes.

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Insight
Buy Now Pay Later – preparing for a regulated market

In the first of two articles, we examine how Fintech companies are preparing for newly introduced regulations surrounding Buy Now Pay Later. 

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Insight
For UK Utilities, CX-driven data is critical to support high-priority customers

Hayley Monks, Utilities MD, explores the challenges facing utility companies, and shares ways to proactively support high-priority customers.

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Insight
Six traits for competitive advantage in a post-covid world

Mark Palmer considers several ways of moving beyond a demand-intensive pandemic, and crisis futureproofing

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Insight
Reflections on the FCA Retail Banking Business Model Report

Vicki Butcher discusses four key areas of focus, and provides a series of recommendations for retail bank customer and operational leaders

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Insight
Getting to grips with the Financial Conduct Authority’s new Consumer Duty

Faye Sadler-Clark takes an in-depth look at the Consumer Duty, and shares her view on the actions firms can take now to be prepared.

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Insight
The year ahead in the Utilities sector
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Insight
Preparing for the next wave of challenges in UK Financial Services

Hervé Mazenod talks through how FS brands can navigate evolving UK Financial services trends in 2022.

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Insight
Our Customer Experience trends for 2022

Dave Pattman takes us through the four key trends that CX Professionals should look out for in 2022. 

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Insight
Making hybrid work

James Rosenegk seeks to explore a better understanding of “hybrid working” and what leaders can do to optimise effectiveness in this way or working.

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Insight
Taking a customer-led approach to fraud transformation

Hervé Mazenod and Jonathan Cowey detail the steps organisations can take to deliver transformative customer experiences for victims of fraud.

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Insight
Convenience versus conversation: understanding the value of every interaction
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Insight
Reimagining the Operating Model

Our own Managing Consultant, Vicki Butcher, re-visits the insights delivered at our latest Future of Service Forum.

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Insight
Scaling up fintechs with the power of agile CX

Dafydd Hobbs explores how an agile approach to CX improvement can help fintech brands scale.

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Insight
Empower your people: the key to successful change delivery

Nathalie Choi outlines the importance of people empowerment - and why so many businesses fail to implement it.

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Insight
The Future of Service Forum: Creating the workplace of the future

Three industry experts explore how to deliver an operating model and workplace that is fit for the future.

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Insight
Risk and growth in the fintech sector

Here we look at the fintech world, a sector where the appetite for growth can often outpace the appetite for risk.

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Insight
Where do offices go now?

David Stenbeck explores the role traditional workplaces have for knowledge workers in the new world.

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Insight
Bringing behavioural science into your customer experience

Richard Chataway highlights the insights he delivered in our recent Future of Service Forum.

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Insight
The Future of Service Forum: Driving digital adoption

Three industry experts explore the opportunities and barriers to increasing digital adoption in 2021.

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Insight
Paving the pathways to digital adoption

Chris Hallmark talks us through how companies unwittingly prevent their customers from embracing digital adoption.

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Insight
The impact of prolonged remote working on mental well-being

Mark Bilney, MD of Organisational Excellence, examines whether organisations are really looking after people’s well-being in the Covid age

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Insight
Examining your talent retention model in a post-Covid landscape

The four key pillars businesses must understand and adopt to develop an effective retention framework.

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Insight
The regulatory and demand impacts on financial services in 2021

Key Account Director Vicki Wharton outlines the unique challenges hitting financial services in 2021, and what can be done to prepare and adapt.

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Insight
Covid loans readiness – 7 steps to ensure your operations are fully prepared

The seven critical actions lenders must implement now to ensure operations are fully prepared to successfully manage Covid loans and support borrowers.

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Insight
Sustainable expense ratio reduction through operating model change

The questions insurance carriers should ask to unlock sustainable expense ratio improvement

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Insight
Using KYC to deliver competitive differentiation

Revealing why KYC is no longer just a regulatory requirement but a matter of competitive survival.

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Insight
Don’t rage against the RPA Machine. Why the real robotics revolution requires a different approach.

What is stopping organisations from maximising the benefits of RPA?

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Insight
Agile automation: A human centred approach

In our recent webinar held in partnership with Netcall, we asked what delivering human centred automation really means in practice?

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Insight
Regulating for operational resilience

Our Associate Director for Solutions and Partnerships, Simon Bartlett opens up the first in a series of articles exploring the impact of incoming regulation for Financial Services firms. 

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Insight
Building service for the customers of the future

Advice from industry experts on how to respond to rapidly changing customer demand

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Insight
Moving at pace while delivering value

Continuing the conversation on Agile Automation with Netcall, we discuss how organisations can improve customer service levels while driving digital transformation at pace.

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Insight
Unlocking the power of automation in Telecoms, Media & Technology

Chris Hallmark shares how global Telecoms, Media & Technology organisations can use automation to enhance their service levels at pace and scale.

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Insight
Shifting automation up a gear

How can organisations accelerate the pace of digital transformation and embrace automation to deliver for customers at scale?

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Insight
Human connection in a digital age

Leveraging insight gathered from design research, Leo Della-Moretta explores how a human connection is supporting retailers, restaurants, and services to evolve post-COVID.

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Insight
How can the insurance industry use automation to respond to post-COVID pressures?

Insurers are feeling increased pressure to accelerate their digital agendas, as the economic realities of COVID-19 are felt across the world

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Insight
Adapting to the new reality of Financial Support

As clients and consumers begin to experience longer term financial pressure in the wake of initial COVID-19 restrictions, banks and financial services firms across the world are preparing for stormy seas ahead.

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Insight
Are banks on course to accelerate digital transformation?

As customers adopt and embrace digital service at a rapid pace; banks across the world face an imperative to accelerate transformation programmes

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Insight
Reimagining service for the new world

In just a few weeks, the pandemic forced shifts that may otherwise have taken years. Future operating models must catch up to this new reality.

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Insight
Achieving data-driven performance management

While the widespread social and economic disruption of COVID-19 continues to be felt by organisations worldwide, fresh challenges and opportunities are emerging

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Insight
Retail, but not as we know it

What does the future hold for non-essential retailers, who are reopening after a tough trading period?

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Insight
Banking Bites: Developing greater agility

We turn our focus to how banking and financial services organisations can develop greater agility.

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Insight
Banking Bites: Re-engaging your people

As banks manage through the current crisis to emerge stronger and more resilient, re-engaging colleagues is an important place to start.

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Insight
Banking Bites: Reassessing what’s really important

Jonathan Shawcross, Managing Director of Banking, opens up his first edition of 'Banking Bites', bringing insight and perspectives from across the industry and our colleagues

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Insight
A new race to evolve and thrive during COVID-19

Although the impact of the crisis, and this associated shift, will vary across country, industry, and organisation, we are seeing a distinct phasing of business and operational responses as we slowly make this transition.

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Insight
Supercharging remote team effectiveness

Our recommendations focus on how senior leaders can empower people, set them up for success and manage high-performing remote teams.

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Insight
Ensuring service continuity in the face of COVID-19

Whilst many businesses are now taking decisive, immediate actions around the first phase of the situation, there is a real need to take action around potential operational impact in both the short and medium term.

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Insight
Over the horizon – emerging trends and sector shifts

Our management team has spent the first month of 2020 reflecting on emerging trends, customer expectations and sector shifts. Where should leaders be focusing their attention and efforts as the year continues to unfold?

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Insight
Why all good transformation is human first

Businesses have embraced digital transformation as the pathway to greater long-term performance. However, is our over-reliance on technology eroding relationships with customers?

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Insight
Delivering greater value for Shared Service customers

In order to deliver value against a backdrop of rising expectations, we need to look at the function through a different lens.

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Insight
Beyond tech: why a human-first approach is best for business

Introducing the human touch at all levels of the customer journey can radically transform service.

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Insight
Pricing engines – unlocking opportunity for insurers

A key component of an insurer’s success is its ability to use data to assess risk, and ultimately the propensity to claim. However, the issue of fairness is high on the agenda, as the FCA continue their investigations into pricing

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Insight
Do we need to shift our view of Digital Transformation?

Projects are falling short of being truly revolutionary while disruption accelerates; time is running out for transformation to deliver expected returns.

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Insight
Collaboration: friend or foe?

We're more connected than ever before, but careful implementation is needed to deliver productivity from collaboration tools.

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Insight
Watch now – Shared Services: delivering strategic value through a customer lens

We explore why a different viewpoint is necessary, how a 'human touch' can work seamlessly alongside cutting edge technologies and where you can start to identify and deliver maximum value to your business.

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Insight
How can data drive better customer service?

Increasing access to customer data won’t improve satisfaction unless we start with the right people, asking the right questions.

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Insight
It’s time to shift the narrative in Shared Services

Digital and data can be powerful enablers, but only a customer journey lens can ensure Shared Services take their place as high-value strategic assets

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Insight
AI and Machine Learning in Banking

Following his feature in Information Age, we sat down with Jonathan Shawcross to further explore how bleeding-edge technologies are shifting the dial and realising major shifts in customer experience.

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Insight
Are Shared Services natural digital incubators?

Shared Service leaders are exploring different ways they can then accelerate the strategic value they add to their businesses.

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Insight
Developing multi-functional Shared Services

Combining disparate, siloed Shared Service functions into an aggregated, multi-functional model is a key lever in delivering strategic objectives.

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Insight
How can the motor finance industry respond to current challenges?

Lenders, brokers and vehicle manufacturers should all take steps now, and in the longer term, to protect their market position.

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Insight
What is digital transformation?

We explore what transformation in a post-digital era really is and the impact it has on organisations, people and culture.

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Insight
Shared Services – from cost centre to strategic asset

With profitability under pressure from all angles, many Shared Service providers are fast approaching a critical point.

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Insight
Banking innovation in the UK

What can the innovations emerging across banking show us about future best practice?

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Insight
Is Facebook’s cryptocurrency a threat to the banking industry?

Libra has the potential to create an entirely new network, with the opportunity to build innovative products and services.

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Insight
How can insurers respond to the Ogden rate changes?

The race is now on for insurers to correct pricing, but what can they do in the meantime to protect their margins?

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Insight
Transformation in Pensions Management

Developing people, data and digital integration strategies to deliver a world-class, cost-effective, member experience.

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Insight
Managing effective change in uncertain times

With careful consideration you can short-circuit the change curve to transition as smoothly as possible.

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Insight
Achieving best practice Continuous Improvement

Using mindset, environment and capabilities to drive performance towards a theoretical ‘ideal state’.

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Insight
Building the business case for customer journeys

Improving customer journeys can be complex, requiring the input of multiple teams into different channels and systems.

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Insight
Defining customer journeys

Although the importance of customer journey design can be clear, improvement initiatives are often too narrowly focused.

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Insight
What are your customer journeys really costing you?

Once you learn how to transform your customers’ experiences, it will improve profitability and drive growth.

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Insight
The future of Financial Services: Can the big banks survive and thrive in a digital market?

The digital revolution has transformed the retail industry, and is starting to tackle the lucrative commercial banking market.

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Insight
How to effectively measure customer satisfaction

By monitoring the right metrics you can drive meaningful transformation that delivers value to your business.

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Insight
The importance of designing around customer journeys

What are the benefits for those who truly embrace customer journey thinking?

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Insight
What’s really getting in the way of great customer experience?

Why do so many businesses find delivering excellent customer service a challenge, and what are the rewards for getting it right?

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Insight
Are you really up for operations improvement?

CEO Mark Palmer explores how Black Box Thinking from the aviation industry can inform robust operations.

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Insight
Are you letting your customers down?

It is getting harder to satisfy your customers, and easier for them to tell others when you fail.

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Insight
Does increasing customer channels mean increasing cost to serve?

Customer service is no longer a ‘one size fits all’ concept; different people prefer different methods of support.

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Insight
Achieving industry leading multichannel customer experience

Creating a seamless multichannel customer experience is by no means an easy task, but it is possible.

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Insight
White Paper | Five recommendations for seamless customer journeys

Consistent experiences create trust in an organisation, with each interaction contributing to your overall user experience.

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Insight
White Paper | Why technology alone won’t solve your customer experience problems

The rise of digital channels is changing the profile of inputs into the business, but it won’t eradicate all manual work.

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Insight
How to design your business for success

Jonathan Tidd and Martin McCloskey discuss how a well-designed operating model can transform your business.

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Insight
Transformation in commercial insurance

Hervé Mazenod shares his views on how a stronger operations capability can underpin successful transformation.

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Insight
Properly joined up: collaborating for better customer experience

Chris Hallmark discusses the power of collaboration to build end-to-end multichannel experiences.

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Insight
Improving productivity and generating positive change

Mark Palmer explores how we can drive improvements for UK productivity, and what impact Brexit will have here.

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Insight
An introduction to Lean for service organisations

Eliminating waste and enhancing value for the customer can help you transform your business.

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Insight
Designing the optimum front-line structure

Team leaders are essential in any world class operation to control workflow, improve processes and manage staff.

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Insight
Setting up an academy to support a Service Excellence culture

An Academy can provide one of the vital ingredients required for long-term sustainability and success.

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Insight
Removing silos and creating customer-aligned teams

Changing from a silo approach to customer-aligned teams can remedy the current disjointed customer experience.

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Insight
Improving call centre customer experience

As call centres evolve into a key customer interaction channel for companies, there is a need for improved performance.

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Insight
How to apply Operations Excellence

It's time to recognise that operations management capability is equally as important as process improvement.

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Insight
Avoiding the pitfalls of Image and Workflow

Technology that supports paperless working can deliver significant benefits if it is carefully implemented.

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Insight
What is customer-driven service excellence?

Lean aware companies actively listen to the voice of the customer. This interaction is essential for long-term service excellence.

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Insight
Understanding the Lean Continuum

We believe Lean tools and techniques are as invaluable in a service environment as they are in the manufacturing arena.

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Insight
The Public Sector cuts affect us all

This paper looks at different approaches to tackling budget cuts and the operational consequences for front-line services.

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Insight
How regulation can enable sustainable continuous improvement

Martin Gibson shares how embedding regulation can provide better outcomes for your customers.

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Insight
White Paper | Service in the Digital Age

This paper examines the implications of digital strategies, and looks at the changes needed to respond to the challenge.

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The Future of Service Forum

The Future of Service Forum brings together like-minded organisations from across the service sector. Each is committed to improving operations, creating networking opportunities and providing access to insight and content contributors.

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