The best data insights become useless if no-one trusts them

by | Nov 23, 2017

At truly data-driven companies, such as Google or Facebook, where the business model relies on customer data to function, there is no question of trusting data, it’s embedded in the DNA of the company. But unfortunately the same isn’t yet true for the wider business...

Measuring how trust manifests in organisations

by | Nov 23, 2017

Building a culture of trust between management and the workforce is a key factor in reducing resistance to organisational change, and it helps create stronger alignment and sharing of ideas and practices. But, typically, trust is only measured once a year, or once a...

The Role Of Empathy In CX And On Teams

by | Jun 30, 2017

It’s no wonder that empathy is a hot topic in CX circles today. When we interact with ’empathetic design’, we experience the surprise and delight that keeps us coming back – and spending more. Think of the first time that you held a Kindle (my entire...

Give me your huddled data masses

by | Jun 13, 2017

For a large organisation to be agile, frontline employees – and not just executives – need to make higher-order decisions. This requires an open, self-serve data architecture, and a workforce with the right data skills to make the most of it. Our own data from our...