by Michael Lancashire | Nov 11, 2024 | Articles, Design & Architecture, Utilities
BLOG: Unlocking World Class Customer Experience ENSURING A CUSTOMER’S PERCEPTION OF YOUR SERVICE MEETS OR EXCEEDS THEIR EXPECTATIONS IS KEY TO DELIVERING WORLD CLASS CUSTOMER EXPERIENCE. To achieve this there are 8 essential elements you need to have... 
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 | Oct 25, 2023 | Articles, Customer Transformation, Design & Architecture
BLOG: ENHANCING THE CUSTOMER EXPERIENCE – A CROSS FUNCTIONAL APPROACH Understanding and improving the customer experience is essential for businesses in today’s competitive landscape. However, this can be challenging, as customer journeys typically... 
by Emma Bickerton | Sep 19, 2023 | Case Studies, Customer Transformation
Customer Journey Transformation Strengthens Regulatory Confidence £50bn UK financial services organisation Delivered six complete customerjourneys covering 40 variants,creating a comprehensive, datadriven view of customer experience Strengthened regulatory...