Insight
Pressures on clinical teams across the NHS have never been higher, but it’s not just the pandemic that is to blame.
What should financial services firms consider when pursuing customer-led transformation?
We recently hosted the latest instalment in our Future of Service series for 2022, our first in-person event since the pandemic.
Pressures on clinical teams across the NHS have never been higher, but it’s not just the pandemic that is to blame.
What should financial services firms consider when pursuing customer-led transformation?
We recently hosted the latest instalment in our Future of Service series for 2022, our first in-person event since the pandemic.
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.
Exploring the crucial business case for holistic, flexible, and connected customer-led transformation programmes.
In the first of two articles, we examine how Fintech companies are preparing for newly introduced regulations surrounding Buy Now Pay Later.
Hayley Monks, Utilities MD, explores the challenges facing utility companies, and shares ways to proactively support high-priority customers.
Mark Palmer considers several ways of moving beyond a demand-intensive pandemic, and crisis futureproofing
Vicki Butcher discusses four key areas of focus, and provides a series of recommendations for retail bank customer and operational leaders
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.
Hervé Mazenod talks through how FS brands can navigate evolving UK Financial services trends in 2022.
Dave Pattman takes us through the four key trends that CX Professionals should look out for in 2022.
James Rosenegk seeks to explore a better understanding of “hybrid working” and what leaders can do to optimise effectiveness in this way or working.
Hervé Mazenod and Jonathan Cowey detail the steps organisations can take to deliver transformative customer experiences for victims of fraud.
Our own Managing Consultant, Vicki Butcher, re-visits the insights delivered at our latest Future of Service Forum.
Dafydd Hobbs explores how an agile approach to CX improvement can help fintech brands scale.
Nathalie Choi outlines the importance of people empowerment - and why so many businesses fail to implement it.
Three industry experts explore how to deliver an operating model and workplace that is fit for the future.
Here we look at the fintech world, a sector where the appetite for growth can often outpace the appetite for risk.
David Stenbeck explores the role traditional workplaces have for knowledge workers in the new world.
Richard Chataway highlights the insights he delivered in our recent Future of Service Forum.
Three industry experts explore the opportunities and barriers to increasing digital adoption in 2021.
Chris Hallmark talks us through how companies unwittingly prevent their customers from embracing digital adoption.
Mark Bilney, MD of Organisational Excellence, examines whether organisations are really looking after people’s well-being in the Covid age
The four key pillars businesses must understand and adopt to develop an effective retention framework.
Key Account Director Vicki Wharton outlines the unique challenges hitting financial services in 2021, and what can be done to prepare and adapt.
The seven critical actions lenders must implement now to ensure operations are fully prepared to successfully manage Covid loans and support borrowers.
The questions insurance carriers should ask to unlock sustainable expense ratio improvement
Revealing why KYC is no longer just a regulatory requirement but a matter of competitive survival.
What is stopping organisations from maximising the benefits of RPA?
In our recent webinar held in partnership with Netcall, we asked what delivering human centred automation really means in practice?
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.
Advice from industry experts on how to respond to rapidly changing customer demand
Continuing the conversation on Agile Automation with Netcall, we discuss how organisations can improve customer service levels while driving digital transformation at pace.
Chris Hallmark shares how global Telecoms, Media & Technology organisations can use automation to enhance their service levels at pace and scale.
How can organisations accelerate the pace of digital transformation and embrace automation to deliver for customers at scale?
Leveraging insight gathered from design research, Leo Della-Moretta explores how a human connection is supporting retailers, restaurants, and services to evolve post-COVID.
Insurers are feeling increased pressure to accelerate their digital agendas, as the economic realities of COVID-19 are felt across the world
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.
As customers adopt and embrace digital service at a rapid pace; banks across the world face an imperative to accelerate transformation programmes
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.
While the widespread social and economic disruption of COVID-19 continues to be felt by organisations worldwide, fresh challenges and opportunities are emerging
What does the future hold for non-essential retailers, who are reopening after a tough trading period?
We turn our focus to how banking and financial services organisations can develop greater agility.
As banks manage through the current crisis to emerge stronger and more resilient, re-engaging colleagues is an important place to start.
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
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.
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?
Businesses have embraced digital transformation as the pathway to greater long-term performance. However, is our over-reliance on technology eroding relationships with customers?
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?
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.