All posts by Derek Garriock

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Why employees and customers are the best people to res...

Once an organisation has mapped its customer journey(s) and identified problem areas, it’s tempting for executives to swoop in and start fixing things through existing strategies and age-old processes. For lots of reasons, there might be a better way. The reason change is paramount is because of poor customer...

Read More Why employees and customers are the best people to reshape customer journeys
Executives recognise change is needed – so, how do the...

The speed at which people have adapted to digital technologies has challenged businesses. This fast-paced evolving market has meant some businesses have found it a struggle to adapt their operating models to meet the expectations of customers. This expectation has meant people command a high level of service, delivered...

Read More Executives recognise change is needed – so, how do they adapt in a digital consumer era?
How true digital transformation should reach always on...

Mobile technology means the customer is always on and always available. As such, companies can no longer wait until they arrive in store or on their website to engage them – brands need to spread their wings to seek out potential customers through digital transformation. Campaign marketing used to...

Read More How true digital transformation should reach always on, always available customers
How to create a happy path...

Most digital onboarding processes are digitised versions of legacy face-to-face processes that have only one route to successful completion, the so-called ‘happy path’. But, for many customers, the path isn’t always happy, and the same can be said for the provider. Offline happy path processes can work, but online,...

Read More How to create a happy path
There are multiple challenges to creating a great digi...

Content in this blog is an extract from our ‘digital onboarding’ whitepaper. For organisations that want to use a high-quality digital platform to reliably turn prospects into customers, the future can’t come soon enough. Customer feedback has suggested that some current onboarding systems could be considered not fit for...

Read More There are multiple challenges to creating a great digital experience
Evolving the purchase journey: how can it be improved ...

Technology is having a profound effect on the way customers approach purchases – and one of the principal shifts is in their...

Read More Evolving the purchase journey: how can it be improved to benefit customers?
Rise of the Millennials: why business needs to underst...

For many, the term ‘millennial’ evokes the image of an apathetic youngster playing video games and texting a friend in the same room, But, by 2020 those born between the early 1980s and the early 2000s could account for 30% of global spend. So, it’s an important group...

Read More Rise of the Millennials: why business needs to understand these digital natives
Blockchain: every engagement tells a story...

Customer onboarding has changed rapidly in recent years. In some areas, providers are creating simple, low cost, intuitive digital experiences that have fuelled the growth of their business and brands. Technology is changing the way customers approach the purchase of goods and services. In 2015, it was reported that...

Read More Blockchain: every engagement tells a story
Back office legacy challenges facing new banking entra...

Setting up a bank in the UK is costly, time-consuming, heavily regulated and not easy.  As a result, the dynamic, start-up culture that drives innovation in many other sectors is less prevalent within banking and financial services. My article outlines some of the key challenges facing new banking entrants....

Read More Back office legacy challenges facing new banking entrants