Rising member expectations, increasing demand and volatile returns all threaten to unseat incumbents.
Change management takes people through a journey of change, as an organisation moves from its current state into a new future state.
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.
In our experience, whilst the importance of customer journey design is clear, improvement initiatives are too often narrowly focused.
Customer loyalty and established market positions cannot be taken for granted anymore. The digital revolution that has already transformed industries from shopping and hotels to taxis and food, has longed to take a big bite out of the highly lucrative, high margin, retail and commercial banking market.
Why are businesses focusing on customer journey thinking, and what are the benefits for those who truly embrace their customers?
Why do so many businesses find delivering excellent customer service a challenge, and what are the rewards for getting it right?
Robotic Process Automation (RPA) is a powerful tool which will undoubtedly play a key role in the future of the service industry. So what is stopping organisations from maximising the benefits of this so-called digital workforce?
OEE Consulting's Managing Director Mark Palmer explores how we can apply Black Box Thinking from the aviation industry for robust operations.
It is getting harder to satisfy your customers, and easier for them to tell others when you fail.
Customer service is no longer a ‘one size fits all’ concept; different people prefer different methods of support.
Creating a seamless multichannel customer experience is by no means an easy task, but it is possible.
Jonathan Tidd and Martin McCloskey discuss how a well-designed operating model can transform your business.
Hervé Mazenod shares his views on how a stronger operations capability can underpin successful transformation.
Chris Hallmark discusses the power of collaboration to build end-to-end multichannel experiences.
Mark Palmer explores how we can drive improvements for UK productivity, and what impact Brexit will have here.
Martin Gibson shares how embedding regulation can provide better outcomes for your customers.