Business Capabilities Insights
Improved business capabilities are critical to organisational performance and survival. Read the views, experiences and discussion points from our experts.
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
Customer Centricity Corner with Peter Lavers – Keeping customers at the heart of Innovation
/in Business Capabilities, Customer Centricity, Insight Webcasts /by Peter LaversKeeping 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
Playbooks in customer experience management
/in Business Capabilities /by Peter LaversIn 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
Utilities need to improve the customer experience for B2B key accounts.
/in Business Capabilities /by Dr Mark Hollyoake“Utilities today are facing more existential threats than ever before. Third-party providers of clean energy now offer a credible alternative to the traditional power company… Read more
Watch the Panel here – Digital Transformation In Healthcare
/in Business Capabilities /by Ellie LukWhat 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 – Part 2
/in Business Capabilities /by Ellie LukWhat 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
Top 25 CX Blogs
/in Business Capabilities /by Ellie LukWe 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
Supporting clients as they manage their new homeworkers
/in Business Capabilities /by Alan ThompsonOne 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 Customer and Staff Studies
/in Business Capabilities /by Peter LaversIn 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
Risk to reward: Risk assessment for competitive advantage
/in Business Capabilities /by Dr Mark HollyoakeWhen 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