

Right on Queue - Management's role in killing queues and backlogs
Queues and backlogs seem to be part of life. Much effort in customer facing parts of businesses is focused on measuring, minimising and...


Omni Channel Now It's a Reality - but Still Harder Than it Sounds
One impact of the COVID-19 pandemic on many businesses is that lock downs and restrictions changed the availability of certain channels...


Customer Change Management - If you thought changing staff behaviour was hard...
Carrots and sticks All over the world governments are trying different strategies to encourage the population to get vaccinated. Fear...


Purpose and Culture Beat Strategy for Breakfast
Summary Lessons from the Chief Customer Officer Forum Great businesses shine in a crisis Peter Drucker wrote that “Culture eats strategy...


The Value of Diversity - Triple Wins from a Truly Diversified Workplace
There are many good reasons to diversify the front line There have been many studies of late that have shown that diversity at the board...


The Easiest "Ease of Doing Business" Score
Why Every Organisation should have CPX in their Annual Report The “Only” Thing You Need to Measure May Be Easier Than You Think Customer...