Penny Webb-SmartFour questions all AMP shareholders should askWhen a company is revealed to have lied 20 times to regulators, as AMP has been, there are two possible reactions. The first is to conclude…May 6, 2018May 6, 2018
Penny Webb-SmartWhy Service Design Is So RelevantService design is a core skill of any successful business. This statement might come as a surprise, but if I put it another way it will…Feb 1, 2018Feb 1, 2018
Penny Webb-SmartWhy financial services needs service designersAnyone who follows financial services and fintech will notice a concentration on three topics: new technologies and how they might be used…Nov 14, 2017Nov 14, 2017
Penny Webb-SmartHow to manage changeI was talking to an old colleague last night about which is the better model for change. Is it better to have someone who will create…Nov 10, 2017Nov 10, 2017
Penny Webb-SmartCustomer service or hostage situation?There is an odd wrinkle in the fabric of the digital era that customer service can be more like a hostage situation than an actual service…Oct 29, 2017Oct 29, 2017
Penny Webb-SmartThe core of service design: ow, how, wowService design is a core skill of any successful business. To be successful, a business must know who its customers are, what value it is…Sep 21, 2017Sep 21, 2017
Penny Webb-SmartPretending to innovateWe are now well into the digital era where the economic ground rules of survival for organisations is radically changing for both the…Jan 10, 2017Jan 10, 2017
Penny Webb-SmartHow to achieve the full potential of customer experienceOrganisations focus on customer experience to satisfy customers, attract new customers, and increase customer lifetime value. Those who do…Nov 6, 2016Nov 6, 2016
Penny Webb-SmartThe 3 types of digital strategyDigital is a surprisingly hard-to-pin-down concept. While most people have a clear view about what digital is, their views differ widely…Sep 22, 2016Sep 22, 2016
