OEE - Home
Contact|+44 (0) 1865 593 911 SearchSearch
Opinion
Defining customer journeys

In our experience, whilst the importance of customer journey design is clear, improvement initiatives are too often narrowly focused.

Find Out More
Opinion
Can the big banks survive and thrive in a digital market?

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.

Find Out More
Opinion
The importance of designing around customer journeys.

Why are businesses focusing on customer journey thinking, and what are the benefits for those who truly embrace their customers?

Find Out More
Opinion
What’s really getting in the way of great customer experience?

Why do so many businesses find delivering excellent customer service a challenge, and what are the rewards for getting it right?

Find Out More
Opinion
Why the real robotics revolution requires a different approach.

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?

Find Out More
Opinion
Are you really up for operations improvement?

OEE Consulting's Managing Director Mark Palmer explores how we can apply Black Box Thinking from the aviation industry for robust operations.

Find Out More
Opinion
Are you letting your customers down?

It is getting harder to satisfy your customers, and easier for them to tell others when you fail.

Find Out More
Opinion
Does increasing customer channels mean increasing cost to serve?

Customer service is no longer a ‘one size fits all’ concept; different people prefer different methods of support.

Find Out More
Opinion
Achieving industry leading multichannel customer experience

Creating a seamless multichannel customer experience is by no means an easy task, but it is possible.

Find Out More
Opinion
How to design your business for success.

Jonathan Tidd and Martin McCloskey discuss how a well-designed operating model can transform your business.

Find Out More
Opinion
Transformation in commercial insurance.

Hervé Mazenod shares his views on how a stronger operations capability can underpin successful transformation.

Find Out More
Opinion
Properly joined up: collaborating for the customer.

Chris Hallmark discusses the power of collaboration to build end-to-end multichannel experiences.

Find Out More
Opinion
Productivity: a force for good.

Mark Palmer explores how we can drive improvements for UK productivity, and what impact Brexit will have here.

Find Out More
Opinion
How to make regulation work for you.

Martin Gibson shares how embedding regulation can provide better outcomes for your customers.

Find Out More

Stay informed. Never miss our email updates.

Our knowledge-led emails are an invaluable source of business information, inspiration and learning.