Building your internal design team – how to find designers

If you are struggling to find talented individuals to join your internal design team, you are not alone. This topic is one that comes up frequently in the conversations we have with our clients.People with skills in service design, human-centered design, design thinking, experience design,...

Using design to build organisational resilience

The world is changing Today’s customers have high expectations. Among other things they want:To be recognised To receive personalised services To consume services easily - when, where and how it suits them To connect with the people around them To trust the organisations they interact with Transparency Privacy Unexpected moments of surprise and...

Connecting with others is the key to great customer engagement

In my last blog post on 'Why relationships really matter' I talked about the benefits and importance of connecting with others. Here’s a great example of what ‘great looks like’ in the context of connecting with others in customer service situations… Last night before I went to sleep,...

Relationships Really Matter!

After years of working with people in large, complex organisations I’ve come to the realisation that the basis of passionate engagement is healthy positive relationships.  When relationships with and within your organisation are healthy and positive, people are loyal to your brand or product, can’t help...