Hesitance and fear – How to get staff to act and support them through the roller coaster of change. Perhaps the single most common mistake made with Customer Journey work is underestimating how hard it is to get people to do something new or differently.  All too often we hear of research that has identified… Read More

I’m sure you, like most of our Clients, have made huge changes to the way your people work and to your customer journey as a result of COVID-9. There still many unanswered questions but people are now looking to the future and wondering which changes they should keep, or ditch, and what further changes they… Read More

During these exceptional times many organisations are taking the opportunity to provide staff training remotely; but can training via Zoom or Teams really work? We continue to deliver training on a wide range of topics, albeit remotely.  These include Customer Experience theory and techniques, how to run a Customer Journey mapping workshop and how to… Read More

On Thursday 9th April we facilitated a meeting of a small group of Housing Associations to begin to compare and contrast responses to COVID-19. The meeting was very productive and valuable. Below is my summary of the key points from the discussion. You can view a fuller report of the meeting here: Summary of roundtable… Read More

When we’re not doing all things CX, UX and Customer Journey Mapping we continue to add articles and useful resources to this website.  I thought I’d highlight just a few of the most popular items here.  Do read, download or bookmark them and let me know what you think.

All the CX professionals we meet tell us it is difficult to turn CX insight into change that delivers tangible business benefit. Of course there can be many different reasons why CX work is not producing results as fast as it could.  Barriers we have seen recently include: Picking the wrong battles Not using the… Read More

Is it time you took a closer look at how well your organisation sets customer expectations? We all know that customer satisfaction equals performance minus expectation* (S = P-E) but when was the last time you took a detailed look at how well your organisation sets expectations? We were lucky enough to do that very… Read More

Much academic research focuses on corporates and given our extensive work in Social Housing it was nice to read McKinsey’s recent research with 20,000 people in seven countries (US, Canada, UK, Germany, France, Mexico and Dubai) using some 140 different public sector services. The research found that for every organisation sampled improved CX has a… Read More

Should digital exclusion change your digital transformation plans? Social Housing organisations considering a move towards digital self-service may worry about digital exclusion.  Few valid email addresses, low take up of digital services and an older customer profile can all set alarm bells ringing. Some Clients estimate that 40% or more of their customers may not… Read More