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Susan And Bill Have Relationship Problems – Episode 1

The Susan & Bill Trilogy When Deep-Insight launched NPS in early-2014, we created a storyline around two fictitious characters called Bill (a thoughtful but somewhat i… Read more
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5 Ways to Maximise Your Investment in Developing a Capability Framework

Does your business have a capability framework in place for your people that clearly lays out the knowledge, skills and expertise needed to work effectively in each role? If the an… Read more
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Account Management in Financial Services – Expert Salesmen or Experts Who Can Sell?

How good are you at selling and managing relationships within an expert-led industry? In this article, we look at the role of the sales and/or account management team in creating a… Read more
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Leadership – Maintaining Integrity

A key element of how we see leaders and how we select leadership candidates is their integrity. But what does this mean? Integrity can be defined in two ways: as being honest and havi… Read more
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How to Successfully Coach an Individual

Coaching is a simple concept but infinitely varied in how it can be applied. It combines simple exercises with profound insights into how an individual sees themselves in the worl… Read more
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Financial Services: Developing Quality Relationships With Your Intermediaries

“To manage great relationships, we need great people” Much of the UK insurance and wealth management industry is reliant on a distribution model centred on the key role of bro… Read more
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Talking Trust for IBM’s Latest thinkLeaders Podcast

As part of my role as an IBM Futurist, I was asked to feature as a guest for the thinkLeaders Podcast, recorded from the IBM Think 2019 Conference in San Francisco. In the podcast enti… Read more
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Leadership – Asking the Right Questions

“Management is about answers. Leadership is about questions.” There have been many acres of newsprint dedicated to defining the difference between management and leaders… Read more
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Thoughts from Dimension Data’s CX Benchmarking Report Roundtable

This January, top industry leaders joined together to discuss Dimension Data’s recent 2019 Customer Experience Benchmarking Report. As a recognised CX influencer, I wa… Read more
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How Attuned are Customer/Supplier Business Relationships in the Outsourced Services Market?

The global outsourced services market is a significant component of the B2B sector, accounting for tens of billions of revenues each year. In essence, outsourcing is the p… Read more