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Developing a Customer Driven Business: The internal challenges

At a recent Comotion Breakfast Briefing, Stephen Ingledew, who until recently was the Managing Director, Customers and Marketing at Standard Life, presented ‘Five key steps in developing a customer driven business’ based on his many years of experience and lessons with established financial services businesses. Most recently this was with Standard Life, where he led the transformation of the marketing and customer functions […]

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Technology and customer relationships breakfast briefing: follow-up and audience reactions

At a recent Comotion breakfast briefing in the Shard, Carol Savage looked at various aspects of how technology was changing brand/customer interactions and was keen to create a discussion about three key questions: How does technology change how customers behave? How does technology change customer expectations? How should companies react? The audience, consisting of senior […]

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Turning Commercial Success into Industry Recognition

Over the past two months, we are really proud to announce that three of our clients have been nominated as finalists at awards ceremonies. Lloyds Commercial bank has just received its second award nomination at the Financial Innovation Awards for P.AC.E – the agile delivery platform that we built together, which allows the bank to take ideas on a piece […]

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Associates Breakfast Briefing: AI and Customer Experience

Introduction The Comotion Associate network met for their monthly associate breakfast in May. The focus of the meeting was to look at how AI will impact customer experience. The explosion of AI is likely to have a huge impact on how businesses communicate and how they manage their interactions with their customers. There is, of […]

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Annette Höher-Bäuerle on what it takes to keep a promise

A year and a half ago, we made a promise to our customers. Usually, in case our customers are not happy when they arrive in their hotel, they tend to tell us only after their holiday. This makes it quite difficult to help them while they’re on holiday and provide them with the best time […]

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Change in large organisations: adapt & accommodate

Sometimes making change in a large organisation is like pushing water up a hill. We used to describe the team I was a part of within the large corporate organisation that I worked at as the “speed boat beside the oil tanker”. But you need to come home to the mother ship. And sometimes there […]

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Forget structure – organise around the customer!

As a statement of intent, creating a Chief Customer Officer, Head of Customer Experience or similar role, helps organisations to switch from their traditional product/service orientation to one focused on customer value. But what organisational structure should go with the new role? A ‘full-fat’ CCO with a department of customer evangelists, or a more agile […]