INSIGHTS

A selection of our research and articles.

Featured Insights

An Ode to Promising Outcomes

by PO Dream Team | B2B, B2C, Customer Loyalty, CX, Data, Employee Experience, Employee Loyalty, Insights

By Marvin Heffernan As a freelancer, I’ve had the fortune, and sometimes the misfortune, of working with many different companies and people. Amidst the thorns, Promising Outcomes (PO) has been the one glowing, blossoming rose; filled with empathy, sincerity,...

What Uzbekistan’s Economic Opening Reveals about the Customer and Employee Experience

by PO Dream Team | B2B, B2C, Customer Loyalty, CX, Data, Employee Experience, Employee Loyalty, Insights

By Marvin Heffernan During a recent trip to Uzbekistan, I opted to travel around the country using its highly impressive ‘High Speed Rail’ – connecting me from Tashkent to Samarkand in under 2 hours, wholly remarkable when you consider the distance between the two...

If You Want to Use AI to Drive Productivity, You Need to Start with Trust

by PO Dream Team | B2B, B2C, Customer Loyalty, CX, Data, Employee Experience, Employee Loyalty, Insights

By Marvin Heffernan & Cathy Fennell The 2025 Landscape of AI in Customer and Employee Experience When ChatGPT burst into the public consciousness in late 2022, it stirred a mixture of wonder and unease. Its ability to generate intelligent, contextually relevant...

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’.

Protect Your Customer Base – It’s The Nucleus Of Your Value

By PO Dream Team | 5 July 2023 | Consumer Duty Compliance, Customer Expectations, Customer Experience, Customer loyalty, CX, FCA

There's a critical step on the path to Consumer Duty compliance that firms may have overlooked. It's never too late…..

Consumer Duty Is Good For Your Business (Honestly)

By PO Dream Team | 2 June 2023 | B2C, Consumer Duty Compliance, Customer Experience, CX, FCA

Whilst Consumer Duty is (rightly) focused on the end consumer, employees are the other side of the same coin.

Employee Expectations & Consumer Duty Compliance

By PO Dream Team | 30 April 2023 | Company Culture, Consumer Duty Compliance, Employee Retention, EX, FCA, Global Wellbeing Survey

Whilst Consumer Duty is (rightly) focused on the end consumer, employees are the other side of the same coin.

Exceeding Expectations

By Rowan Jackson | 22 April 2023 | B2C, Customer Expectations, Customer Experience, Customer Retention, CX, JayaHouse

Consumer expectations and how well they are met define any experience - Rowan Jackson's holiday hotel went above ...

How Seriously Do You Take Training?

By Rowan Jackson | 16 April 2023 | Armed Forces, Development, Future Leaders, LandD, Leadership, Learning, Management, Training

Effective training is a critical element for success. Rowan Jackson looks to his early military career for inspiration.

Avoiding The Unavoidable

By PO Dream Team | 4 April 2023 | Consumer Duty, Consumer-Centric Firms, CX, EX, FCA, Financial Services Sector, FS Firms, Leadership Teams

Consumer Duty is felt by some in the FS sector to be unduly onerous. Harry Cruickshank suggests a more positive ...

A Different Approach to Employee Experience

By PO Dream Team | 31 March 2023 | Employee Loyalty, Employee Retention, Employee Wellbeing, EX

A recent article by McKinsey looks at employee experience - Emily Berridge shares an alternative view.

It Is All About The Questions…

By PO Dream Team | 13 March 2023 | Consumer Duty, Customer Feedback, Customer Insights, CX, FCA, Net Promoter Score, NPS, Telecoms Industry

If you don't ask questions of your customers properly, you won't get any data of value. But some companies act as ...

Are You Gaming Your Customers?

By Rowan Jackson | 6 March 2023 | Customer Feedback, CX, Net Promoter Score, NPS, Telecoms Industry

If you're artificially inflating your NPS and CSAT scores by making customers feel bad if they don't rate your ...

Elevating the Digital Work Experience

By PO Dream Team | 13 February 2023 | DWX, Employee Loyalty, Employee Retention, Employee Wellbeing

The world of work has changed. Companies are trying to create an environment that benefits employees and delivers ...

A Customer-Centric Mindset Will Drive Consumer Duty Success

By PO Dream Team | 6 February 2023 | Consumer Duty, Customer Expectations, Customer Feedback, CX, FCA, Financial Markets, Retail

The FCA chief executive, Nikhil Rathi, sees Consumer Duty as transformational for the retail financial services ...

OMG – A Human Answered My Call

By Rowan Jackson | 17 January 2023 | B2C, Customer Expectations, Customer Experience, Customer Retention, The HumanApproach

I had an extraordinary experience a week or two ago. As a customer of an organisation, I called them and within ...

No Posts

Protect Your Customer Base – It’s The Nucleus Of Your Value

By PO Dream Team | 5 July 2023 | Consumer Duty Compliance, Customer Expectations, Customer Experience, Customer loyalty, CX, FCA

There's a critical step on the path to Consumer Duty compliance that firms may have overlooked. It's never too late…..

Consumer Duty Is Good For Your Business (Honestly)

By PO Dream Team | 2 June 2023 | B2C, Consumer Duty Compliance, Customer Experience, CX, FCA

Whilst Consumer Duty is (rightly) focused on the end consumer, employees are the other side of the same coin.

Employee Expectations & Consumer Duty Compliance

By PO Dream Team | 30 April 2023 | Company Culture, Consumer Duty Compliance, Employee Retention, EX, FCA, Global Wellbeing Survey

Whilst Consumer Duty is (rightly) focused on the end consumer, employees are the other side of the same coin.

Exceeding Expectations

By Rowan Jackson | 22 April 2023 | B2C, Customer Expectations, Customer Experience, Customer Retention, CX, JayaHouse

Consumer expectations and how well they are met define any experience - Rowan Jackson's holiday hotel went above ...

How Seriously Do You Take Training?

By Rowan Jackson | 16 April 2023 | Armed Forces, Development, Future Leaders, LandD, Leadership, Learning, Management, Training

Effective training is a critical element for success. Rowan Jackson looks to his early military career for inspiration.

Avoiding The Unavoidable

By PO Dream Team | 4 April 2023 | Consumer Duty, Consumer-Centric Firms, CX, EX, FCA, Financial Services Sector, FS Firms, Leadership Teams

Consumer Duty is felt by some in the FS sector to be unduly onerous. Harry Cruickshank suggests a more positive ...

A Different Approach to Employee Experience

By PO Dream Team | 31 March 2023 | Employee Loyalty, Employee Retention, Employee Wellbeing, EX

A recent article by McKinsey looks at employee experience - Emily Berridge shares an alternative view.

It Is All About The Questions…

By PO Dream Team | 13 March 2023 | Consumer Duty, Customer Feedback, Customer Insights, CX, FCA, Net Promoter Score, NPS, Telecoms Industry

If you don't ask questions of your customers properly, you won't get any data of value. But some companies act as ...

Are You Gaming Your Customers?

By Rowan Jackson | 6 March 2023 | Customer Feedback, CX, Net Promoter Score, NPS, Telecoms Industry

If you're artificially inflating your NPS and CSAT scores by making customers feel bad if they don't rate your ...

Elevating the Digital Work Experience

By PO Dream Team | 13 February 2023 | DWX, Employee Loyalty, Employee Retention, Employee Wellbeing

The world of work has changed. Companies are trying to create an environment that benefits employees and delivers ...

A Customer-Centric Mindset Will Drive Consumer Duty Success

By PO Dream Team | 6 February 2023 | Consumer Duty, Customer Expectations, Customer Feedback, CX, FCA, Financial Markets, Retail

The FCA chief executive, Nikhil Rathi, sees Consumer Duty as transformational for the retail financial services ...

OMG – A Human Answered My Call

By Rowan Jackson | 17 January 2023 | B2C, Customer Expectations, Customer Experience, Customer Retention, The HumanApproach

I had an extraordinary experience a week or two ago. As a customer of an organisation, I called them and within ...

No Posts