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Change is hard. If nothing else, 2020 has forced us out of our comfort zones and propelled us in and out of changes in every dimension of our lives.

We have adopted new ways of work, societal behaviours and new ideologies about the world that we may have never previously considered. It has been a year of change — both good and bad. What can we learn about ourselves and our workplaces when we reflect upon how we navigated these disruptions? Perhaps we start at the top…

Never has leadership been more topical on the world stage. We have watched…


Your CRM should be part of every step in your end-to-end customer journey. What does a great CRM design look like? Find out here.

Why is it important to nail your CRM?

The first thing that may come to mind when you think about your Customer Reference Management (CRM) system is that it is a sales tool. In some ways, you are correct…. but it is so much more.

Your CRM should be part of every step in your end-to-end customer journey.

Think about the last time that you had a great customer experience where you felt that the company…


How many different products does your company offer to your customers? Probably more than 5? If you’re a financial institution or a government agency probably even more! And have you ever thought about the different experiences that your customers have when they access each of those products?

Photo by Andre Furtado on Unsplash

Let’s look at this example…

Julia and Mark have just found their dream house, they need a home loan, so they jump online to the bank they usually work with. The last time when they opened their joint bank account everything went smoothly- they completed their details online, chose the type of account…

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Digital Transformation Realised

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