Our latest thinking

We investigate how fintech firms can best tackle the challenges faced with the changes in data tracking.

We take a look at fintechs and which challenger banks are winning at customer experience.

The mortgage industry has been slower to adopt fintech than its financial services counterparts, but it’s catching up and we tell you how.

What happens when product experience begins to overtake the experience of your entire end-to-end offering? We explore if exceptional product experiences can be at the detriment of your customer experience.

Friction in the workplace can never be a good thing, right? Wrong! We think that healthy friction in organisations can only be positive.

Customers are the lifeblood of any organisation, so customer experience is always top of the agenda. We take a look at the impact digital transformation can have on improving CX.

Retail banking has been disrupted by the likes of Monzo, Starling and Revolut so isn’t it time that general insurance providers follow suit?

Attracting and retaining members is top of the list when it comes to membership organisations. But, what does this look like in the form of good digital member experience? Nichola explores some good examples.

A member-centric approach to your website means you’ll always have your members at the heart of your decision making, increasing your attraction and retention rates. Nichola discusses some best practices.

With the pace of change in digital, it’s hard for membership organisations to keep up with the needs and wants of their members. We explore what's next in this opinion piece.

We discuss planned, emergent and active strategy and which one your business needs to thrive in the *real world*.

The digitisation of higher education is well underway. Programs with blended online learning are common, smart learning is almost ubiquitous, and students have better and easier access to information.

What exactly is customer experience management, and why does your business need it? We draw inspiration from the world of sport to explain.

We’re bombarded with content every day and, with the average human attention span now less than a goldfish’s, easing the cognitive load is essential when creating content.

Some words, like ‘digital’, are so ubiquitous they begin to lose all meaning. We explore the future of the concept of 'digital'.

We look at the introduction of AI to project management and whether it can ever replace human project managers.

We explore how brands are keeping the experience economy alive by creating memorable digital customer experiences.

Why is change in projects feared? We say project managers should embrace and plan for change and deliver better outcomes as a result.

We look at the role of Journey Managers and why mapping is key to a holistic customer experience and digital transformation.

We explore what Generation Z really needs from a mobile-only bank.