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July 2014

Improving Customer Service through Digital Technologies: Learning from Different Sectors

Posted on 23 July 2014 by

A while ago, I wrote a blog about the role that digital technologies played when I bought a bike online and how important it was to analyse the entire customer […]

People Power!

Posted on 23 July 2014 by

One of the best parts of my job is when I work with teams who, and it’s very clear from the start, are in a pretty frustrated place. That might […]

Visualising Workflows

Posted on 23 July 2014 by

The more I understand about efficient and effective work practices, the more I realise that often the most important tactic to employ is that of visualisation – taking the work […]

The Turmoils of Transformation

Posted on 23 July 2014 by

As a lean specialist, I’m in the business of business transformation. Applying a lean approach can provide an organisation with a great ethos, structure and the necessary tools and techniques […]

Preventing the Bad Smell of BPO

Posted on 23 July 2014 by

As a specialist in lean thinking, I naturally work with organisations that are keen to be more efficient and effective. They are looking to increase the gap between their costs […]

Looking at Value from a Different Perspective – Lessons from a Little Russian Hipster Anti-café

Posted on 23 July 2014 by

A friend shared an interesting article with me the other day about a new type of café that has opened in London – “Ziferblat”. Ivan Mitin, an “entrepreneur” (I use […]

Using Big Data to Personalise Customer Experience

Posted on 23 July 2014 by

One of the best companies I know at handling a massive amount of data is Tesco. It is terrifying how much information they know about their customers, but it enables […]

Maximise Value not just Minimise Cost

Posted on 23 July 2014 by

As a lean thinking specialist, I often have to spend a considerable amount of time making sure that lean is not perceived as simply “a waste reduction” methodology. The 7 […]

From Web to Wind

Posted on 23 July 2014 by

There is no doubt of the immense power that IT can have in terms of enhancing customer experience. I am constantly amazed at the pace in which IT innovations are […]