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.
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.
Co-Author: Dave Hrycyszyn
Commissioned by Head London (now Zone Digital)
IN THE MEDIA
Inside Design (by InVision) - Untangling Wicked Digital Problems
Adobe Blog - Ladies that UX Profile
FutureHeads - FFS (Futureheads Five Stories)
Runners World - From ACL Tear to RoboLola
Pearson Blog - Exploiting digital for depression and dementia
Creative Brief - Director Profile
The Drum - Is Rapid Innovation in retail really improving the customer experience?
The Drum - We need to see more women in tech
Marketing Week - Adopt a joined up approach to customer experience (comment)
VC Cafe - Whitepaper: The Customer Experience Deficit in multi-channel retail