Have you ever stopped for a moment, to consider if you’re more Kirk or Spock? I’m guessing probably not… It’s an idea about the battle to become customer-centric which I lovingly refer to as the Kirk Vs Spock analogy and how it’s a battle between the two to find the CX sweet spot. […]
Comotion, the consultancy who strategically transform businesses to become customer-led, has been shortlisted in the UK Housing Awards 2020 for their transformative work with Hyde Housing. At the prestigious UK Housing Awards Comotion are shortlisted for the Professional Services Provider of the year, recognising Comotion’s work with Hyde Housing to help them to become customer-led. […]
Two simple words that can feel as rude, provocative or even downright dismissive as a question. But, in the world of customer insight research, there’s arguably no better question to ask.
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 […]
Customer experience is widely predicted to overtake product and price as the key battleground for companies by 2020 and will become the main way to differentiate your business and give you a competitive edge. And as we’ve seen in the age of social media, your brand is either broken or built on its customer experience. […]
When Oedipus travelled to Thebes, the Sphinx posed the riddle to him: what walks on four legs in the morning, two in the afternoon and three in the evening? The answer was a human being: a baby crawls on all fours, adults walk upright on two legs, and the third leg is that of a […]
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 […]
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 […]
The snow and transport mayhem caused by the ‘Beast from the East’ came and went last week. While not exactly the winter storm common in parts of Siberia or (spoiler alert) coming up in the next season of Game of Thrones, the hostility of nature could not stop our second Comotion Meet Up from occurring. […]
Around this time last year, I attended a really interesting leadership workshop (hosted by Moshe Braunfrom ARC Group) where the group got to talking about speaking authentically and the power of experimenting even if it means failure. We all have been in the situation where there is a particular project that no one actually believes in – and […]
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 […]
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 […]
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 […]
An epidemic of emails, oppressive KPIs and strict silos are slowly consuming corporate life and rendering an already daunting image apocalyptic. Employees are time poor, as the days of coasting – itself a fruit of the 9-5 ordering of life – disappear and management by task reasserts itself. But there is mounting evidence to suggest […]
“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 […]
Tuesday is my least favourite day of the week. It’s far from the memories of the weekend gone and detached from any notion of a weekend ahead. Tuesday evening, however, is another beast entirely. Our most recent Tuesday evening informs this article as we hosted our first Comotion Meet Up at the Glassblower in Piccadilly, […]
In this post, we examine the relationship between customer experience and brand. Which is better at driving customer engagement and where might the Chief Customer Officer fit in to all this? In a recent article in The Drum, Joe Heapy, a co-founder of Service Design Consultancy Engine, argued that customer experience is now starting to […]
When I’m working with a new client this is the first question I like to ask: What is your value proposition? The best responses are concise and answer 3 additional questions: Who is your customer? What is their problem? What is being exchanged? It is amazing to see that flash of terror running across their […]
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 […]
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 […]
