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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
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
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?

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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 the customer

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

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Insight
Productivity: a force for good

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
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.

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Insight
How to make regulation work for you

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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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.

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