INSIGHTS
A selection of our research and articles.
Featured Insights
Why ‘Sweating the Right Small Stuff’ Defines Exceptional Customer Experience
By Marvin Heffernan The Stoics gave us many enduring lessons , self-discipline, emotional stability, and the ability to focus on what we can control. Yet one of their most famous ideas, “don’t sweat the small stuff,” does not hold up in the world of Customer...
Your CX Knowledge Gap might be Killing your Business
By Marvin Heffernan and Cathy Fennell Senior leaders often believe they know what customers want, either through hearsay or through various satisfaction surveys and other ‘listening’ methods. However, customers often hold unvoiced expectations and perceive a vastly...
How AI Over-reliance Could Lower Employee Engagement
By Marvin Heffernan PO, like millions of others, use AI increasingly. Indeed, history repeatedly shows that new tools can liberate us all in positive ways.However, there is a worrying AI trend that is gnawing at the underbelly of organisational capability, so read on...
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’.
