Industry Insights & News

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.

This white paper argues that while productivity is critical, relying solely on conventional productivity metrics can lead to misleading conclusions and potentially harmful decisions.

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.

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.