Category Archives: Innovation

Allez! Allez! Digital Innovation

By | Culture, Innovation, Resilience | No Comments

I was talking with an associate the other day about supporting teams in adopting a digital innovation mentality. This goes beyond just a one-off solution, a brainstorm or company hack-day, the challenge is making digital innovation part of the culture so it becomes just the way in which we operate. I’ve been mulling on what I could design as a consultant to drive this change and then a few weeks ago I was lucky enough to see Sir Dave Brailsford, performance director of British cycling, speak about the theory of accumulation of marginal gains and how this was used to…

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How to offer the best social media servicing at scale

By | Innovation, Social Customer Service, Social Media | No Comments

If you’re going to be servicing customers on social media at scale, you will find it necessary to move from focusing provision on 1-on-1 support, to creating solutions that can pre-empt service needs. By pre-empting customer needs you can begin to offer proactive support and self-service options. The aim of this is not to remove the need for all contact with the bank, but to focus that need so that customers only require 1-on-1 support for more complex issues. This means creating a dynamic model of customer support, a model that actively reviews complaints data to identify opportunities that anticipate…

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Digital disruption is the new normal

By | Innovation | No Comments

Businesses have always been disrupted. There has always been the chance that your competitor might develop a new, better, or cheaper product (James Dyson did this with his cyclone vacuum technology and the Dollar Shave Club is currently trying to do this to Gillette with an innovative pricing model). And in recent years we have increasingly seen many instances where some young upstart has come along and created a new technology that fundamentally alters established business models or disintermediates existing brands from their customers (digital content distribution models such as Lovefilm and Amazon Kindle have contributed to the demise of…

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