INSIGHTS
A selection of our research and articles.
Featured Insights
Fill CX Gaps Before Someone Else Does
By Marvin Heffernan A small amber warning light appears on your car’s dashboard. It’s not flashing, not alarming – simply glowing. The car is still running OK, your diary is full, things get in the way, and so the light stays on. Days turn into weeks, until suddenly,...
Tomayto / Tomahto: Are You and Your Customers Really Talking About the Same Things?
By Marvin Heffernan Why experience failure is often caused by misaligned priorities Most language differences are harmless. If a US barista asks whether you want “cream” in your coffee, you might decline out of British modesty—only to later realise “cream” simply...
How Good is Good Enough?
How Good is Good Enough? – how to know when you are really meeting customer expectations Many organizations strive or claim to “meet customers’ expectations”, yet a significant gap often exists between how companies perceive their customer-centricity and how customers...
Adapting Leadership as the Business Evolves Lessons from the Royal Marines
By Rowan Jackson
Rowan Jackson, our chairman, offers his perspective on business success in this interview with Chris Simmance of the popular podcast ‘Business Tails’.
