A Winning Culture Keeps Score

Keeping score is vital to the success of organisations and their staff. But this success hinges on everyone knowing what “winning” looks like and what the priority activities are to achieve it. Done well, an organisation can create a handful of relevant metrics that help everyone see & measure their contribution to the overall goal. […]

The process for creating actionable customer insights and turning insight to impact

Creating actionable customer insights – start asking ‘why’

Creating actionable customer insights is the cornerstone of being a customer-centric organisation. And in principle is sounds quite simple – find something insightful within your data and then take action based on what you found. Easy! Maybe not… recent research by IPSOS MORI for Verint suggests that while nearly all organisations collect some form of customer-related […]

Balanced scorecard – 20 years young

The Balanced Scorecard approach to successfully executing business strategy is now 20 years old. But the work of Kaplan and Norton is still relevant to our sector today, as we move from counting inputs and outputs to measuring impact and outcomes. For those not familiar with the approach, the balanced scorecard enables a business to […]