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In the second part of this customer experience blog - you can find the first part here - we will look at How to create a customer journey map, and what should be included on your customer journey map. How to create a customer journey map 1. Set clear objectives for the map. Before you can dive into creating your map,...

In this two-part blog, we will look at customer journey maps; how to create them, how they help organisations boost customer experience and how they change perceptions about customers. Get into the mind of your customer Understanding your customers’ perspectives and thought processes helps you appreciate the way they interact with your company and why. Having a clear grasp of the...

Unless you've been living under a rock for three years, you wouldn’t have escaped the fact that something of national importance is happening. We’re not talking Tommy Fury and Molly-Mae (sadly), we are talking Brexit; that looming economic disaster / exciting sunny upland, depending on which side of the fence you sit on. Not since Touch My Bum by the Cheeky...

A strange thing happened on ITV last week (I’m not talking about Love Island). It happened during the Conservative Party leadership debate. Someone weaponised optimism, which is surprising considering optimism has always been viewed as a positive attribute. Perhaps it’s indicative of the gloomy times we live in.

In 1968 a strike by 187 female workers at the Ford car factory in Dagenham was instrumental in the passing of the 1970 Equal Pay Act. The machinists walked out for three weeks in protest against their male colleagues earning 15 per cent more than them.A few years later the Sex Discrimination Act 1975 made it illegal to discriminate against women...

This month, we’ve been working with Chaucer Plc, a leading specialty insurance group, to help managers be more aware of unconscious bias. But can you really train people in unconscious bias awareness if it’s ‘unconscious’? To understand this, you must first understand what unconscious bias is. We all have it, it is a bias that happens automatically, is outside of our...

There was controversy this week following the announcement that relationships and sex education (RSE) will be taught in schools from age four. Some critics say that is too early to talk about these topics with children and that it can introduce them to ideas before they are ready to understand them fully. But any intelligent person would understand that by talking...

There are many things a 29-year-old woman doesn’t want to hear. ‘Would you like me to park for you’ and ‘I think it’s a grey hair,’ are just two. As is ‘you are is menopausal’.

Promoting mental health awareness is a good starting point, but workplaces need to go much further in order to prevent stress and mental illness. The positive shift we have seen in the past five years in how workplaces think about mental health and wellbeing is encouraging. Increased dialogue about the issue ‘normalises’ the experience of mental illness, and removed the stigma, which...