

The Great Measurement Debate and Working from Home
No measures versus the right measures The seismic shift to working from home brings to the fore an emerging debate regarding different...


When the Least-Worst Outcome is the Best
Making an intentional bad experience as good as it can be using Human Centred Design We have all experienced the pain and effort of...


Lessons from the Book of Change
The Flaws in Standard Change Management Methods Introduction Companies today are facing more change and it is accepted that it is coming...


Digging Deeper to Understand the Customer Experience
The Dangers of Simplified Measures and Metrics It is common in business to want to simplify everything and many articles and books...


Streamlining Customer Effort is Worth the Effort
Why and how are we putting the customer to work? There are some types of process and customer interaction that need to strike a delicate...


2022: The Year in Review through our White Papers
2022 White Papers Review and Themes At this time of year we like to look back over the white papers we created last year to see what...








































