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The Chief Customer Officer Report 2018

Download the Chief Customer Officer report 2018 The report has been compiled from a combination of research and interviews conducted by Talecco with thought leadership provided by Comotion. It’s a definitive resource for any company that is wishing to become more customer-led and to genuinely put the customer at the heart of their business. It’s […]

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Finance and HR in an Agile age

I have been involved in a number of Agile transformations across multiple large organisations.  In every case I’ve seen that when adopting Agile across an enterprise, it is vitally important to make sure that you get Corporate Services, particularly Finance and HR, on board from the start.  If you don’t, tension and reasons to resist change […]

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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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My musings on learning proper CX

I’ve been working for a global high street bank for the last 18 years and recently had the opportunity to second at 7 organisations across a variety of sectors. It’s been an incredibly eye-opening experience and enabled me to better understand these organisations. My key objective on this excursion away from my normal business line were to understand how these new organisations deliver exceptional customer […]

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Culture In Transformation

“Culture is the beating heart of any successful transformation”  In January Comotion held one of its series of breakfast briefings. The speaker on this occasion was Darren Johnson. Darren joined Reed Exhibitions as the Managing Director of B2B in 2014 and has recently been promoted to CEO of Reed UK. He found a company that needed a significant […]

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Can your organisation play the Digital Transformation game?

Ultimately for Digital Transformation to be successful within your organisation you must firstly have the capability to develop a good strategy and, secondly, have the skills to execute it. With Harvard Business School quoting only 8% of business leaders are ‘very effective’ at strategy development and execution together (and 63% rated as either neutral or […]

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Why Is USAA The World’s Most Successful Customer-Led Organisation?

The Radial Organization Different types of business models have over the past been brought forward and adopted by companies as they work towards customer acquisition and retention. Some of these have proved aggressive and worthwhile while others deviated from this and ended up scaring customers away. Over time, however, one specific method seems to constantly […]

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What is the role of the Customer Success Director?

CONTENT: Customer Success Director is apparently the fastest growing job title on Linked-In. But what exactly is Customer Success, and how is it different to Customer Experience? I recently caught up with Dan Steinman from Gainsight who is running Pulse, Europe’s largest Customer Success conference in London on the 28-29 November.  So what is Customer Success and why […]

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Managing Change and Innovation in the Government Digital Service

A few insights   The theme of our latest associate breakfast was: – ‘Delivering product & proposition innovation in organisations’ We asked one of our associates, Clare McKitrick to share some of the things she learnt from doing just that at the Government Digital Service. Comotion has created a process to help organisations deliver innovation […]