CASE STUDY: Don’t be perfect, be effective

CASE STUDY: Don’t be perfect, be effective

William Montgomery, CEO of TEN, tackles the totem of the ‘perfect leader’, and argues that rather than focusing on ‘perfect’, great leaders are more preoccupied with being effective. Through historical and contemporary examples, William explores what this means for customer-centric leadership in the twenty first century.

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10 Actions of Effective Leaders

10 Actions of Effective Leaders

William Montgomery, CEO of TEN, has polled over 50,000 professionals in the course of his leadership and strategy research practice. Here he offers up insights including the favourite quality of managers in their leaders (honesty) and offers ten actions that leaders can follow to be more inclusive and effective in their roles.

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Meet Gen Z – Connected from Birth

Meet Gen Z – Connected from Birth

Gen Z have been called “millennials on steroids”. They are the first generation to have only ever known an always-on, always-connected world, facilitated by technology and changing social mores. Here, Francesca McDonagh, Head of Retail Banking & Wealth Management at HSBC, discusses the implications of this shift for the FS industry, focusing on the significance of changing technological and cultural trends for the design of engaging customer experiences.

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Leveraging personalisation to drive loyalty

Leveraging personalisation to drive loyalty

In this short video, Nick Wenn, Chief Marketing Officer at loyalty specialists Maple Syrup – who own brands including Quidco – shares the statistic that 78% of customers now want to receive personalised offers. With personalisation now key to the wider loyalty strategy, Nick considers crucial factors for designing and executing effective personalisation strategies, including what data to include (and what to leave out), and changing customer expectations.

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Achieving multichannel integration in insurance

Achieving multichannel integration in insurance

Tim Yorke, COO at ERS takes an irreverent look at how the insurance industry can do a better job of integrating digital and physical channels, arguing that the key is to make all customer encounters, “meaningful, short, and decision-rich”.

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Creating at customer-centric culture at HSBC

Creating at customer-centric culture at HSBC

Francesca McDonagh, Head of Retail Banking & Wealth Management at HSBC discusses how the bank is taking seriously its aim of becoming a customer-centric business, from ‘nudging’ customers to make mutually beneficial decisions, to designing products and services around their big life events.

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From big data to ‘fast data’

From big data to ‘fast data’

In this short video, Nick Wenn, CMO of Maple Syrup (parent company of Quidco), explains why marketers need to approach their data from a customer rather than a technological perspective, and explains how the company use ‘Fast Data’ as a way of bypassing time-consuming and unnecessary analytics.

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Using big data to plan the bus network

Using big data to plan the bus network

In this short case study in applied big data, Laura Sager Weinstein, Head of Analytics at TfL explains how the organisation has used the data it collects to plan London’s bus network, from identifying points of overcrowding to minimising disruptions from essential works.

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Why employee engagement is crucial

Why employee engagement is crucial

William Montgomery, CEO of TEN, Leadership Expert and government wellbeing adviser, shares the startling statistic that only 13% of employees “feel a strong connection to the success” of their organisation. Without better alignment of organisational and employee success, outstanding customer experiences are unlikely to follow; here William offers three ideas for countering this malaise.

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The future of loyalty: extending into an omnichannel relationship

The future of loyalty: extending into an omnichannel relationship

Nick Wenn, CMO at Loyalty Specialists Maple Syrup (owners of Quidco), talks about the future of loyalty, beginning with the ongoing popularity of loyalty cards and moving into the possibilities of an omnichannel single-view-of-the-customer. Maple Syrup are already pulling in data from online, mobile and in-store channels and combing it with the customer’s location to take loyalty to a whole new (personalised) level. The future is here.

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TfL: Leveraging data to delight, segment, and change customer behaviour

TfL: Leveraging data to delight, segment, and change customer behaviour

At the forefront of what big data can deliver, Lauren Sager Weinstein, Head of Analytics at Transport for London, discusses how TfL have combined their wealth of data and analytics abilities to delight customers with automatic refunds, and how effective segmentation can be used to leverage behaviour changes that benefit the entire network.

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Making the complex more digestible

Making the complex more digestible

Julian Sills, Head of the Personal Customer Experience at Santander provided delegates at our recent Energy Customer conference with a cross-sector insight on how to deliver an outstanding customer experience in a sector that faces margin pressures, heavy regulation and media scrutiny

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