Customer service

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Posted on July 21, 2015 by

Navigating the Path to Value

The business environment is changing at a much greater pace, from new payment mechanisms through to the Internet of things. Technology and customers are changing the very fabric of business, which is not only impacting new propositions, but also the way changes are prioritised. To win in the new economy leaders must look beyond cost, Read More

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Posted on July 11, 2015 by

Customer Experience Architecture

Service providers are continually reshaping their offering in response to changing customer needs and demands. As customer expectations change, businesses need to rethink the experiences they deliver. Meeting new demands does not only require delivery of the right propositions – it also requires developing broader capabilities around the needs of people, across the entire eco Read More

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Posted on April 14, 2014 by

Designing for Emergence

The world around us is becoming more complex, it is almost accelerating away from us. Being able to plan in this ever evolving world is becoming even more difficult as time passes.  New technology, and approaches almost appear daily, which makes planning for these events, almost impossible. Linear approaches to design are no longer the Read More

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Posted on January 6, 2014 by

Taking the right path

In 2013 we saw the rise, and in some cases the rebirth of analytics and were told of the importance of using data to get closer to our customers. The growth of social media and the birth of the omni channel has meant that understanding your channels and the related data is going to be Read More

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Posted on June 10, 2013 by

Softer side of change

Businesses have always looked at ways to improve, to either save cost or improve operating performance. The drive for improvement is even greater today due to the current economic climate we find ourselves in. Traditional buzz words such as process re-engineering and process improvement are becoming part of every day language once again, as organisations Read More

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Posted on May 26, 2013 by

Know your customer

The expression the customer is king is more relevant today than it has ever been. Nearly every organisation is trying to entice customers to use their products or services but at the same time, deliver a high level of customer service to its existing customers. The challenge organisations face is that customers are now demanding much more Read More