There is a brilliant story covering the press rounds about a $10M lawsuit in the US that has been won due to the lack of a comma in a state law. The specific comma in question is an “Oxford comma” which has been fought over for years as part of a pedantic war concerning the […]
Silos may be a great way to store grain, but can cause problems when silo mentality runs unchecked in a company. Silos are not necessarily a bad thing; they often foster expertise in different areas and promote a sense of individuality, accountability and responsibility, as well as ensuring focus around specific business deliverables. These […]
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 […]
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 […]
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 […]
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 […]
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 […]
Written by Daoud Fakhri. The original article can be found here In October 2016 we spoke to Rob Millar, managing director of Comotion Consulting, about his work setting up an “innovation engine” at a major UK retail bank to help drive transformation and change at the bank. What is an innovation engine, and how has this helped the bank […]
Today we are very proud to announce that we have been shortlisted by the Management Consulting Association. The winner is announced in April, and there are still interviews to go, but irrespective it is a fabulous accolade for the team. It has taken us just under 4 years to get here, having started with a […]
Day 2, rage against the machine! In honour of the upcoming Halloween festivities, our team at Comotion will be sharing some of their own CX stories – some terrifyingly great, others rather petrifyingly awful. Our second part comes from Sofia Reimchen, who experienced first-hand what happens when you replace humans with machines at vital stages of […]
Day 1, now THAT’s a thriller! In honour of the upcoming Halloween festivities, our team at Comotion will be sharing some of their own CX stories – some terrifyingly great, others petrifyingly awful. Our first story comes from Nish Kotak, our great connector, and this one’s about a scarily good insurance experience: “I recently switched […]
So, now that you’re a Chief Customer Officer, what’s your remit? Well, that depends on your organisation, although there are three scenarios that we are seeing more and more of: 1) You’re a Board member and budget holder: In these situations, you have the opportunity to make a significant change in the way that the customer […]
We recently hosted our Chief Customer Officer Breakfast Autumn Briefing at the Shard. Our keynote speaker was Kerry Prince, Portfolio Director at Reed Exhibitions, who we invited to tell of her experiences transforming a brand within the organisation. Kerry has been tasked with taking one of the core events within the Reed Exhibition portfolio that […]
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 […]
It is with a slight sense of trepidation that I start a blog by suggesting that the world’s most venerable strategy house may be thinking too operationally. However, having just read “The CEO Guide to customer experience”, the aim is to make that very argument. I will start with a pure supposition that, during the […]
I never would have believed exercising indoors on a bike could be so much fun. I will explain. I have always had two great interests; general geekery and cycling. When I was two years old, I demanded to be allowed to watch the first moon landing. Growing up, I played with electronics and chemistry sets, […]
When I go into my local coffee shop, they greet me and ask me if I want my usual coffee (latte if you are offering). Usually I say yes, but occasionally I go for something different like a mint tea. This usually gets the response of a raised eyebrow or a comment about trying to […]
We need to talk about transformation. In the age of Digital, it’s broken. Let’s take a look at the transformation paradigm: change is happening, whether we are talking about big, disruptive innovation that entirely alters your customers’ expectations, or there’s an accumulation of smaller things which are slowly rendering you ineffective, vulnerable to your competition […]
What I learned at a CX Insurance Conference I recently attended the CX Insurance conference in London – excellently hosted by Kim Palfrey and the team at IQPC. From a customer experience (CX) perspective, this sector has always fascinated me in terms of what it could potentially become. So we spent an afternoon putting together […]
Our work with Lloyds Banking Group: P.AC.E from Comotion on Vimeo.