Business Capabilities Insights

Improved business capabilities are critical to organisational performance and survival. Read the views, experiences and discussion points from our experts.

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Peter Lavers

Customer Centricity Corner with Peter Lavers – Digital Transformation

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How to ensure that Customer Centricity is central in your drive to digitally transform your company In this edition of the Customer Centricity Corner, Peter Lavers interviews Wi… Read more
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Peter Lavers

Customer Centricity Corner with Peter Lavers – Keeping customers at the heart of Innovation

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Keeping customers at the heart of Innovation Companies are well aware that they must continue to innovate to survive, but how can they do this in a customer centric way? In this edit… Read more
Playbook in Customer Experience
Peter Lavers

Playbooks in customer experience management

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In my role as a consultant and adviser to companies across sectors, I am increasingly coming across and hearing about the utilisation of playbooks in customer experience managem… Read more
Digital Transformation in Healthcare
Ellie Luk

Watch the Panel here – Digital Transformation In Healthcare

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What does it take to lead a digital transformation in healthcare? Wil Payne, Leadership consultant and coach of Newland Partners, chaired the second panel discussion in this ser… Read more
Digital Transformation in Healthcare event 2
Ellie Luk

Digital Transformation in Healthcare – Part 2

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What does it take to lead a digital transformation in healthcare? Wil Payne, Leadership consultant and coach, chairs the second panel discussion in this series to explore experi… Read more
Ellie Luk

Top 25 CX Blogs

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We are delighted to announce that the Customer Attuned blog has been included in HelpSquad‘s list of “25 Customer Experience Blogs to Add to your Weekly Reading List… Read more
Alan Thompson

Supporting clients as they manage their new homeworkers

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One thing that we haven’t been short of in social media this year, has been articles and advice aplenty on how to deal with the challenges posed by Covid19, but what about articles on… Read more
Joined Up voice of the customer
Peter Lavers

Joined up Voice of Customer and Staff Studies

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In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE… Read more
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Dr Mark Hollyoake

Risk to reward: Risk assessment for competitive advantage

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When considering risk, the rhetoric is often around prevention. How could we have prevented the financial collapse of 2008? Or the widespread disruption caused by COVID-19? Nat… Read more