Change in large organisations: adapt & accommodate

Change in large organisations: adapt & accommodate

Sometimes making change in a large organisation is like pushing water up a hill. We used to describe the team I was a part of within the large corporate organisation that I worked at as the “speed boat beside the oil tanker”. But you need to come home to the mother...
The Most Important Acronym Businesses Have Never Heard Of

The Most Important Acronym Businesses Have Never Heard Of

Imagine it is 2007 and your business has just heard that Apple are launching this thing called “The App Store” in the next 12 months. Although Apple themselves are still not entirely certain how it would work, they are convinced that the potential is massive. Would...
Agile or fragile? How to develop a new operating model

Agile or fragile? How to develop a new operating model

Designing and implementing a new operating model is one of the biggest challenges an organisation can undertake, and increasing pressures and strategic priorities mean that results need to be achieved in a shorter and shorter timescale. Do the agile approaches that...
Myth-busters: The fashion retailer and the snow tire

Myth-busters: The fashion retailer and the snow tire

As part of our series of myth-busters about exceptional customers experiences (both good and bad), we are asking customer experts from around the world to talk about things that stood out for them. In this instalment, Lenny Heymann, Director at UBM talks about the...
Great Customer Experiences – the $10M cost of forgetting a comma

Great Customer Experiences – the $10M cost of forgetting a comma

There is a brilliant story covering the press rounds about a $10M lawsuit in the US that has been won due to the lack of a comma in a state law. The specific comma in question is an “Oxford comma” which has been fought over for years as part of a pedantic war...
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