PERSONAL OPINIONS
RESEARCH COLLABORATIONS
The Customer Experience Deficit
In 2011 we set out to understand if having an integrated customer experience improved a retailers economic performance. We devised our own qualitative measurement scale, ICES (Integrated Customer Experience Score) and worked with Oxford Economics to analyse sales performance.
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Co-Author: Paul Jervis-Heath
Commisioned by Head London (now Zone Digital)
Digital Transformation Deconstructed
In 2016, we found our clients digital transformation plans and goals were a confused bag of popular rhetoric, buzzwords and myths. We evaluated the common challenges and solutions across our clients to create a plain English guide to digital transformation.
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Co-Author: Dave Hrycyszyn
Commissioned by Head London (now Zone Digital)
IN THE MEDIA
2018
Inside Design (by InVision) - Untangling Wicked Digital Problems
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Adobe Blog - Ladies that UX Profile
FutureHeads - FFS (Futureheads Five Stories)
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2016
Runners World - From ACL Tear to RoboLola
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Pearson Blog - Exploiting digital for depression and dementia
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Creative Brief - Director Profile
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2015
The Drum - Is Rapid Innovation in retail really improving the customer experience?
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The Drum - We need to see more women in tech
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2011
Marketing Week - Adopt a joined up approach to customer experience (comment)
VC Cafe - Whitepaper: The Customer Experience Deficit in multi-channel retail
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