Insight
Our recommendations focus on how senior leaders can empower people, set them up for success and manage high-performing remote teams.
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.
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?
Our recommendations focus on how senior leaders can empower people, set them up for success and manage high-performing remote teams.
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.
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?
In order to deliver value against a backdrop of rising expectations, we need to look at the function through a different lens.
Introducing the human touch at all levels of the customer journey can radically transform service.
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
Projects are falling short of being truly revolutionary while disruption accelerates; time is running out for transformation to deliver expected returns.
We're more connected than ever before, but careful implementation is needed to deliver productivity from collaboration tools.
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.
Increasing access to customer data won’t improve satisfaction unless we start with the right people, asking the right questions.
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
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.
Shared Service leaders are exploring different ways they can then accelerate the strategic value they add to their businesses.
Combining disparate, siloed Shared Service functions into an aggregated, multi-functional model is a key lever in delivering strategic objectives.
Lenders, brokers and vehicle manufacturers should all take steps now, and in the longer term, to protect their market position.
We explore what transformation in a post-digital era really is and the impact it has on organisations, people and culture.
With profitability under pressure from all angles, many Shared Service providers are fast approaching a critical point.
What can the innovations emerging across banking show us about future best practice?
Libra has the potential to create an entirely new network, with the opportunity to build innovative products and services.
The race is now on for insurers to correct pricing, but what can they do in the meantime to protect their margins?
Developing people, data and digital integration strategies to deliver a world-class, cost-effective, member experience.
With careful consideration you can short-circuit the change curve to transition as smoothly as possible.
Using mindset, environment and capabilities to drive performance towards a theoretical ‘ideal state’.
Improving customer journeys can be complex, requiring the input of multiple teams into different channels and systems.
Although the importance of customer journey design can be clear, improvement initiatives are often too narrowly focused.
Once you learn how to transform your customers’ experiences, it will improve profitability and drive growth.
The digital revolution has transformed the retail industry, and is starting to tackle the lucrative commercial banking market.
By monitoring the right metrics you can drive meaningful transformation that delivers value to your business.
What are the benefits for those who truly embrace customer journey thinking?
Why do so many businesses find delivering excellent customer service a challenge, and what are the rewards for getting it right?
If automation will become the future of the service industry, why do organisations not embrace a, so-called, digital workforce?
CEO Mark Palmer explores how Black Box Thinking from the aviation industry can inform robust operations.
It is getting harder to satisfy your customers, and easier for them to tell others when you fail.
Customer service is no longer a ‘one size fits all’ concept; different people prefer different methods of support.
Creating a seamless multichannel customer experience is by no means an easy task, but it is possible.
Consistent experiences create trust in an organisation, with each interaction contributing to your overall user experience.
The rise of digital channels is changing the profile of inputs into the business, but it won’t eradicate all manual work.
Jonathan Tidd and Martin McCloskey discuss how a well-designed operating model can transform your business.
Hervé Mazenod shares his views on how a stronger operations capability can underpin successful transformation.
Chris Hallmark discusses the power of collaboration to build end-to-end multichannel experiences.
Mark Palmer explores how we can drive improvements for UK productivity, and what impact Brexit will have here.
Eliminating waste and enhancing value for the customer can help you transform your business.
Team leaders are essential in any world class operation to control workflow, improve processes and manage staff.
An Academy can provide one of the vital ingredients required for long-term sustainability and success.
Changing from a silo approach to customer-aligned teams can remedy the current disjointed customer experience.
As call centres evolve into a key customer interaction channel for companies, there is a need for improved performance.
It's time to recognise that operations management capability is equally as important as process improvement.
Technology that supports paperless working can deliver significant benefits if it is carefully implemented.
Lean aware companies actively listen to the voice of the customer. This interaction is essential for long-term service excellence.
We believe Lean tools and techniques are as invaluable in a service environment as they are in the manufacturing arena.
This paper looks at different approaches to tackling budget cuts and the operational consequences for front-line services.
Martin Gibson shares how embedding regulation can provide better outcomes for your customers.
This paper examines the implications of digital strategies, and looks at the changes needed to respond to the challenge.