The Value of Process Curiosity
If it happened once, then it probably happened many times… Organisations today are filled with people solving what they treat as...
Improvements for Customers that don't need AI
“No regrets” initiatives that complement AI driven improvements Much has been written around what AI can do for business and customers....
Why Managing Employee Experience is like Managing Customer Experience
The Seven Universal Needs of Employees and Customers A few years ago, we sat down to figure out why some companies were consistently good...
AI May Be Harder Than It Looks
Learning lessons from past waves of automation to enable AI The latest explosion of AI solutions driven by Large Language Models or...
Frontline Service Design
Involving those that do the work can solve many Customer Experience Problems “Knowledge speaks, but wisdom listens.” Jimi Hendrix What is...
Lifting the Carpet on How the Work is Done
When customer outcomes don’t match internal reporting Sometimes reporting can tell too good a story. In a range of examples,...
