The Service Excellence Network visited Shop Direct to explore how a model office approach is supporting their business transformation.
Our acclaimed Lean management training courses, which focus organisations on creating value and eliminating waste, launch in the US.
Industry-wide national awards noted our client advocacy was “the strongest witnessed”.
Change management takes people through a journey of change, as an organisation moves from its current state into a new future state.
Some organisations understand cost of acquisition during the sales process, but we rarely see deep understanding of the total cost to serve.
Having a clear design for delivering strategic change to your business, using both technology and people, is only the beginning of your transformation journey.
In the current economic climate, businesses of all sizes are routinely expected to do more with less. Eliminating waste, efficiency improvements and enhancing value for the customer can all help you transform your business.
Consistent experiences create trust in an organisation, with each interaction contributing to your overall user experience.
The rise of digital channels is changing the profile of inputs into the business, but it won’t eradicate all manual work.
This paper looks at different approaches to tackling budget cuts and the operational consequences for front-line services.
We redesign businesses around the customer. This transforms customer experience: building loyalty, reducing costs, and creating sustainable success.
Watch highlights from our annual Future of Service conference, as we asked ‘is your business thinking radically enough?’
Hear from our 2017 conference speakers on what the service business of the future might look like.
Continuous Improvement (CI) is a term that is used in many ways across many businesses, and often mistakenly used as a generic term for different approaches to improving an organisation's performance.
Improving customer journeys can be complex, requiring the input of multiple teams into different channels and systems.
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