Scenario Planning: Getting to the Matrix

The creation of the matrix is the most intellectually challenging analysis that takes place during a scenario planning project, and also the intuitive. Because of this dual nature, it is also the most difficult to teach because the process uses and combination of implicit and tacit knowledge. This blog post intends to make the implicit knowledge explicit, while identifying the areas of tacit knowledge, or ‘content-dependent practical knowledge’ (Thornton 2013), in use at the same time.

Read more

Why Big Data is Making Your Phone Ring During Dinner

Big data wants to know how you will vote in November (it also wanted to know how voters would lean in the Scottish national vote and other exercises in democracy around the world). Well, not big data exactly but other bigs: big business, big campaigns. But there is no data about the future.

Read more

UK economy grows, customer satisfaction declines

With signs that the UK economy is now starting to recover after the worst slump since World War 2, customer satisfaction however is on the decline.

July saw the most recent update of the UK Customer Satisfaction Index, which showed the third consecutive drop in customer satisfaction recorded over the last 18 months.

Read more

The Cost of Not Improving Customer Experiences

The most recent survey by Which? of the best and worst brands for customer service in the UK highlights two critical issues for those involved in improving customer experiences. One, is where squeezing every last penny out of a customer costs so much more in the long-term and two, how the sources of dissatisfaction are not about the lack of “Wow” experiences.

Read more

Honesty, expectations and reality

Amongst Richard Branson’s many quotes that have been published over the years, my most favourite has always been this one; “Customer service is about attention to detail and communication. Neither of which are difficult so naturally they’re the first things we forget!” It’s my favourite because he’s right.

Read more

What It’s Like to Work With HiveMind

When I was nominated to join HiveMind by a former colleague, I was quite curious as to what being part of the HiveMind Network would involve. It’s always reassuring to know that a friend is involved, and that the common values you share with the friend means that it should be ok, but there is always some scepticism surrounding offers that sound so good.

Read more

What Role In Transformation Can Customer Experience Play?

My Belief is that Customer Experience (CE) provides a blueprint to transform a business by combining two aspects, that for many businesses are diametrically opposed. ‘Drive shareholder value to make the business a more fulfilling place to work and a ‘delight’ to deal with for customers’.

Read more

Why The Protection of Assets is Critical for all Organisations

The focus of this article is on the Protection of Assets, being critical for all functions and all asset types across the organisation.
Previously, I proposed a universe of assets in the IT space that require management and recognising that each of these assets has associated use, ownership/stewardship, operation, involvement, influence, and adoption across the organisation.

Read more

How to Write a Good Scenario Planning Focal Question

The focal question in scenario planning acts as an anchor and as a fence. It anchors the project so that people are clear about what they are solving for. “The future of learning” will pull in dialog about learning, acting like gravity, placing appropriate ideas, concepts and evidence in orbit, while material not related to the question floats off.

Read more

Cut Your Cognitive Load to Improve The Customer Experience

One of the more recent books I’ve read this year is the excellent ‘Scaling up Excellence’ with the very apt subtitle of ‘Getting to more without settling for less. As a very brief overview, the book details the work and research of Professors Robert Sutton and Huggy Rao of Stanford University in trying to understand the basic principles that allow organisations to scale successfully.

Read more
1 … 50 51 52 53 54 … 68