• Skip to primary navigation
  • Skip to main content
Close
OEE - Home
Contact |
  • English
+44 (0) 1865 593 911
SearchSearch
  • Home
  • Sectors
    • Banking & FS
    • Education
    • Healthcare
    • High Tech Outsourcing
    • Insurance
    • Retail
    • Public Sector
    • Travel & Transport
    • Utilities
  • Services
    • Consulting
    • Managed Services
    • Technology solutions
    • Analytics
    • Organisational Excellence
  • Thinking
    • Latest News
    • Case Studies
    • Insight
  • About
    • Our Values
    • Management Team
    • International Expertise
    • Consulting Excellence
  • Partners
  • Careers
  • Network
  • Home
  • Our Thinking
  • Insight

Insight

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.

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.

Insight
Sustainable expense ratio reduction through operating model change

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

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.

Find Out More
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.

Find Out More
Insight
Sustainable expense ratio reduction through operating model change

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

Find Out More
Insight
Using KYC to deliver competitive differentiation

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

Find Out More
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?

Find Out More
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?

Find Out More
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. 

Find Out More
Insight
Building service for the customers of the future

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

Find Out More
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.

Find Out More
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.

Find Out More
Insight
Shifting automation up a gear

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

Find Out More
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.

Find Out More
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

Find Out More
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.

Find Out More
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

Find Out More
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.

Find Out More
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

Find Out More
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?

Find Out More
Insight
Banking Bites: Developing greater agility

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

Find Out More
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.

Find Out More
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

Find Out More
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.

Find Out More
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.

Find Out More
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.

Find Out More
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?

Find Out More
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?

Find Out More
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.

Find Out More
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.

Find Out More
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

Find Out More
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.

Find Out More
Insight
Collaboration: friend or foe?

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

Find Out More
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.

Find Out More
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.

Find Out More
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

Find Out More
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.

Find Out More
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.

Find Out More
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.

Find Out More
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.

Find Out More
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.

Find Out More
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.

Find Out More
Insight
Banking innovation in the UK

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

Find Out More
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.

Find Out More
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?

Find Out More
Insight
Transformation in Pensions Management

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

Find Out More
Insight
Managing effective change in uncertain times

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

Find Out More
Insight
Achieving best practice Continuous Improvement

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

Find Out More
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.

Find Out More
Insight
Defining customer journeys

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

Find Out More
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.

Find Out More
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.

Find Out More
Insight
How to effectively measure customer satisfaction

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

Find Out More
Insight
The importance of designing around customer journeys

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

Find Out More
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?

Find Out More
Insight
Why the real robotics revolution requires a different approach

If automation will become the future of the service industry, why do organisations not embrace a, so-called, digital workforce?

Find Out More
Insight
Are you really up for operations improvement?

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

Find Out More
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.

Find Out More
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.

Find Out More
Insight
Achieving industry leading multichannel customer experience

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

Find Out More
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.

Find Out More
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.

Find Out More
Insight
How to design your business for success

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

Find Out More
Insight
Transformation in commercial insurance

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

Find Out More
Insight
Properly joined up: collaborating for better customer experience

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

Find Out More
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.

Find Out More
Insight
An introduction to Lean for service organisations

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

Find Out More
Insight
Designing the optimum front-line structure

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

Find Out More
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.

Find Out More
Insight
Removing silos and creating customer-aligned teams

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

Find Out More
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.

Find Out More
Insight
How to apply Operations Excellence

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

Find Out More
Insight
Avoiding the pitfalls of Image and Workflow

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

Find Out More
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.

Find Out More
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.

Find Out More
Insight
White Paper | 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.

Find Out More
Insight
How regulation can enable sustainable continuous improvement

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

Find Out More
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.

Find Out More

Stay informed. Never miss our email updates.

Our knowledge-led emails are an invaluable source of business information, inspiration and learning.

We'll store this data in accordance with our privacy policy and process for the use intended. We will not share your personal data with any third parties.

Service Excellence Network

The Service Excellence Network 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.

Explore the Network
  • Training
  • Careers
  • The Service Excellence Network

+44 (0) 1865 593 911
info@gobeyondpartners.com

8100 Alec Issigonis Way
Oxford
OX4 2HU

  • Sitemap
  • Cookies
  • Privacy
  • Modern Slavery and Human Trafficking
  • Terms of Use
  • Accessibility
  • Customer Complaint Policy
  • LinkedIn
  • Twitter
  • Glassdoor
  • English