Leveraging Customer Experience with Operational Excellence
This paper demonstrates that Operational Excellence (OpEx) and
Customer Experience (CX) do not have to clash against one another,
rather they should complement each other and reach equilibrium.
The NHS Productivity Challenge
This white paper argues that while productivity is critical, relying solely on conventional productivity metrics can lead to misleading conclusions and potentially harmful decisions.
Practical Steps for Project Planning Success
Whilst Planning is complex and spans multiple areas, there are some
relatively simple, common-sense principles and approaches that can be implemented and controlled to help
ensure the successful delivery of key outcomes.
The Feedback Advantage
For businesses, this can relate to your brand, your team or the services you provide to your customers.
It may come directly from customers during your interactions, or internally from within. Sometimes
the feedback will be clear and obvious, however, sometimes it will be more subtle, and may not be
recognised as typical feedback.
FinTech
Financial services companies have been pouring money into technology to solve their problems for many years now.
Active Management v. Autonomy
Autonomy has been proven to be a key driver in employee engagement, retention and productivity. Management plays a critical role in facilitating a sense of autonomy amongst the workforce.
How can a coaching culture transform your business?
With senior leaders accustomed to the power of coaching, you might ask, why isn’t this rolled down throughout entire organisations?
Bringing fulfilment to the workplace
How, when there is a growing opinion, spurred on by social media, for individuals not to love their work and avoid going over and above, do companies attract, motivate and retain individuals who are willing to go the extra mile?
Learning from Technology Interface Design
We all know technology companies invest heavily in designing products that work, but we rarely look at how we can make use of this investment in our own industries and apply the lessons in how we deliver our services.
Customer Service – is it really the priority?
It is hard to find an organisation that doesn’t claim to put customer service high on its priority list but do they really deliver true customer service?
