A key role of leaders in these ambiguous and volatile times is to help their organisation rise above the challenges and adapt to the economy’s new paradigm. Certainly, the leaders who will win in this new world will be those who embrace change by genuinely becoming customer driven and lead…

The technology advances and social revolution we are living through is giving rise to a new economy in which the established market rules are being turned upside down. One implication is the changing the relationship between smaller enterprises and large corporations in delivering good customer outcomes. Within the insurance and…

Technology is impacting practically every aspect of our daily lives. Whether this is in the way we socialise and entertain ourselves, the way we buy things as well as the ways we look after our health and travel. Similarly, technology is changing businesses in how they engage with customers, how…

The vast majority of organisations will have a business strategy detailing a plan of action to achieve commercial objectives by delivering their products and services to customers in target markets. In more recent times, organisations have talked of such a strategy being ‘customer centric’ and putting the ‘customer at the…

Leading the Customer Experience Strategy — Time for a Customer Officer! Many organisations are recognising in this world of changing consumer expectations and technology advances that going forward customer experience is the primary differentiator. For this reason, there is a growing ambition to improve customer experiences, demonstrated by the fact…

Executing a customer strategy requires the transformation of all business operations, from marketing to servicing to risk, as well as the adoption of the latest creative thinking and new technologies. Key to implementing these necessary fundamental changes for a successful customer led transformation is the creation of the right environment…

Whilst senior leaders are ultimately measured by numbers and commercial outcomes, the means to achieve the best results depend on many factors including effective engagement across diverse stakeholders and audiences For this reason, social media is an important enabler for today’s successful leaders in a fast changing digital driven world. …

Much is spoken and written about business transformation with new digital and data capabilities focused on delivering better customer outcomes. Such transformation requires a fresh approach to understanding customers needs and behaviours as well as how to deliver engaging and personalized experiences that are integrated and efficient. Therefore, it goes…

Customers will never love a company until employees love it first, is a well known business sentiment Behind this is very clear evidence that improving employee engagemnt has a very positive impact on business performance including customer relationships and experience However, whilst marketing has changed radically in engaging customers and…