by Emma Bickerton | May 8, 2024 | Articles, Customer Transformation, Design & Architecture
ARTICLE: Mastering the Art of Customer Journeys “Creating a great customer journey is a bit like making a cake. You have to bring the right ingredients together; it’s about the people, the process and the system all working together. I love the challenge of... 
by Emma Bickerton | Apr 11, 2024 | Articles, Customer Transformation, Design & Architecture
ARTICLE: Mastering the Art of Customer Journeys Customer journeys are at the heart of great customer experience. In this article, we share some thoughts about why they are so critical and where to start. Part 1: Rethinking the customer journeY Why Are Customer... 
by Emma Bickerton | Nov 6, 2023 | Articles, Design & Architecture, Strategic Transformation, Technology Transformation
BLOG: TARGET OPERATING MODEL DESIGN – HOW TO GET IT RIGHT A TOM is a blueprint for how your organisation will operate in the future, outlining its structure, processes, data flows and technology. Fundamentally it sets out how the Business Strategy will be delivered...