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Top 5 Reasons Why Your Innovation Programme is Broken

We all know the story: The board of directors has said, ” We must be more innovative!” And after a lengthy process and all due consideration the company has launched an industry leading “Innovation Programme” But after 6 months: The board is unhappy. The CEO is unhappy. And the CFO is especially unhappy. Your innovation program isn’t […]

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The E2E customer experience and the burden on your internal customer

The End-to-End (E2E) customer experience is paramount; however, achieving it is difficult. We demand organisations become everything for everyone thereby diluting the specific value propositions on offer. With information overload and the world speeding up asymptotically, something usually gives when having to consider everything from every perspective to meet the E2E objective. How do you […]

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Structuring a team to be customer-led

There’s been a lot of talk about businesses becoming ‘customer centric’ lately. I’ve just returned to the UK after spending the last 6 years living and working in the US where this has been especially clear. America – the land of the free and fancy, customer-related titles. Aside from these accolades, what does clearly putting the […]