Content written by Derek Garriock

Why employees and customers are the best people to reshape…

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...

Blog - Aug 2017
Executives recognise change is needed – so, how do they…

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...

Blog - Jun 2017
How true digital transformation should reach always on, always available…

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...

Blog - Jun 2017
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,...

Blog - Jun 2017
There are multiple challenges to creating a great digital experience

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...

Blog - Jun 2017
Evolving the purchase journey: how can it be improved to…

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

Blog - May 2017
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...

Blog - Feb 2017
Back office legacy challenges facing new banking entrants

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...

Blog - Nov 2014