When is the right time to automate?

In previous posts, I’ve talked about deciding on outsourcing or keeping in house, and I’ve also talked about which team owns different aspects of your customer journey. Following a colourful discussion with a former customer this week, I thought it would be interesting to talk about when it’s the right time to automate your customer… Continue reading When is the right time to automate?

Winning over your newbies, hook, line and sinker!

So you’ve spent time and money, not to mention effort and precious resource to find the perfect candidate. It’s cost you a pretty penny to get this far, and you’re so eager to have them on-boarded, you’ve already started assigning tasks to them. Fast forward a few months, and the newbie you worked so hard to find… Continue reading Winning over your newbies, hook, line and sinker!

Why “just one thing” is the best way to fix work challenges

So following on from last week’s post, where I talked about The Right Way to Start a New Role, and I mentioned the need to constantly make things simpler.  Complexity simply makes it harder to achieve our desired outcome – and if we are all really honest, we all naturally tend to over-complicate tasks that… Continue reading Why “just one thing” is the best way to fix work challenges

Banishing Your Inner Barbara

Why “if it ain’t broke…” thinking can only get you so far… Firstly, a small disclaimer – I have nothing against those in this world called Barbara. The mindset I’m really talking about could apply to any Percy, Georgie, Mary-Lou or Sally our there. When I talk about ‘Barbara’, I mean the persona that represents… Continue reading Banishing Your Inner Barbara

Why is Customer Centricity such a relevant issue today?

Preaching to the choir, perhaps, but customer centricity matters today more than ever. Gone are the days when when some customers merely accepted that customer service would be subpar, especially when dealing with entrenched services. Fortunately, customers woke up to their rights, and even the most powerful changed course. It was nothing short of a… Continue reading Why is Customer Centricity such a relevant issue today?

The right way to start a new role

Starting in a new role gives you  unique window on a business.  For a short time, you see the opportunities and challenges through an untainted window.  With fresh eyes, it often feels easier to Know what you need to do and where you need to start.  It’s very easy to miss this golden opportunity in… Continue reading The right way to start a new role

Can data show that 1 + 1 = 3?

Sat in a meeting with digital colleagues, our customer experience manager and our data scientist, as I listened to the conversation, as often happens, my mind began to wander.  Earlier in the day, I’d read a communication talking about who bringing two teams together is like 1 + 1 = 3.  It just sounded daft… Continue reading Can data show that 1 + 1 = 3?