Our latest thinking

No matter its size, every business needs to change. How, then, should we communicate this change to the wider team?

Digital products need design systems to scale and deliver standout customer experiences. We explore their business value so that you can justify the investment.

Although Artificial Intelligence (AI) has been around for a while, it has gained significant attention since the release of ChatGPT. In this article, we explore the potential of AI in creating a better future.

With Google’s complete removal of third-party cookies from Chrome expected in 2024, we explore how this will affect financial services firms in their mission to remain customer-obsessed.

Data tracking is changing, and financial services firms should seize this opportunity to rethink their data strategy.

We explore the main differences between these two, often confused, types of company.

Digital product studios are an essential component in the development and growth of many businesses. But what exactly are they?

How do you know if hiring a digital product studio is the right thing for your business? We lift the lid on the pros and cons.

Why fintech firms should leverage the power of organic search through a long-term SEO strategy.

We look at the three comfort traps of strategic planning and why you need to change your approach to avoid the big lie of digital strategy.

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.