INSIGHTS
A selection of our research and articles.
Featured Insights
Why there’s a CX empathy gap and how to close it
By John Aves We humans are not limited by rational thinking. We can be unpredictable. The decisions we take are weighted by our emotions. We use emotional intelligence (EI) to understand and manage these emotions in positive ways. Empathy, the ability to understand...
Sea of sameness – worn out metaphor or wake-up call?
By John Aves Sea of sameness was originally used to describe the more or less generic offerings by resorts in the early 2010s. You probably flicked through the 'palm tree and white sands' brochures yourself. Fast forward over a decade and it's still as strong a...
Listen, hear, feel – what’s missing from your customer feedback plan?
“If I had asked people what they wanted,they would have said faster horses.” - Henry Ford We don't want to reheat old arguments as to whether Henry Ford actually said these words. Spoken, or not, the substance holds relevancy today for executives grappling with how to...
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’.
