Questions to help improve the customer journey
Really understanding how your customers (and employees, for that matter) experience the processes you put in front of them can help you make improvements that have a big impact. Lack of information about what happens next in a process...Read more >
How stories help us cut through information
Stories and storytelling have been really trendy in the business world in the last few years. And for good reason. This article in Scientific American “Why your brain turns life into stories” examines research that has been exploring the...Read more >
Research Radar – key workforce research reports
Research underpins our work and is a central part of our client work. We use this research to create actionable insights for our clients. Here we share workforce research, which we update regularly. We cover a broad range...Read more >
Proactive versus reactive organisations
🎧 We’ve just published the latest episode of the From Scratch podcast. Dr. Nigel Paine and I discuss proactive vs reactive organisations. The discussion was prompted by my recent post on LinkedIn. Topics covered include . . . The...Read more >
Finding the stories behind the data
Where is the knowledge lost in information? That’s a quote from T. S. Eliot, and it’s quite old, and I think it’s very, very pertinent today because organisations are basically drowning in data. All our systems and technology provides...Read more >
Relational architecture
Relational architecture is arguably the most important part of an organisation’s operating model. Outside of the formal hierarchy of an organisation are the networks of informal relationships that underpin work and how it is done. But how do organisations...Read more >
Data and its impact on behaviour
In his keynote at the Festival of Work, the Financial Times’ Undercover Economist Tim Hartford took a look at how data and behaviour can transform work. He used running as the metaphor for his talk, recounting his journey from...Read more >
The what, why and how of customer listening
What is customer listening and how can it benefit your organisation? Here we explain the role of independent feedback in driving business success. Most organisations think they understand their customers. Many are working from assumptions. Businesses talk to...Read more >
Research Digested – The Trust Paradox – why behaviour, not belief, determines trust and how leaders can bridge the trust gap to drive performance, Investors in People
About the research In this survey of more than 1,000 employees and 500 HR leaders, Investors in People explore how trust is impacting performance and showing up through employee behaviours. Key findings Employees (93%) and HR leaders (100%) say...Read more >
Research Digested – The UK Learning Power 100, Lyceum Education Group and FT Longitude
About the research This report benchmarks leading UK employers on the maturity and effectiveness of their learning and development (L&D) practices. The research combines an assessment of the top 100 organisations with a survey of 2,000 UK employees. Key...Read more >