Supporting your transformation

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How do you transform?

Our transformation framework provides an overall approach to help us walk with you on the journey as you move from product-led to becoming a true customer-led business.

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Play the video to hear how we helped Southern Water start their journey.

Working with the world-renowned CX practitioner, Sean Risebrow, we have taken over 20 years of active customer experience knowledge and insight to develop our five step framework for delivering a customer-led transformation. This approach uses industry standard tools and techniques to remove the complications within complex organisations and build significant value. For details of how you could benefit from using this framework, please contact us.

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Our thoughts
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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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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 […]