Our thinking

Focusing on customers is a proven way to unite a business. Here's a reminder why your organisation's culture matters, and one staggeringly simple thing you can do to help improve it.

It could be that they can't make the change fit their 'theory of business'.

As I reach the end of my first 100 days as Experience Strategy Director heading up the Digital Government team, I’d like share what it’s been like and my hopes and aims for the year ahead.

In 2018 we took a snapshot of the tech startups aiming to disrupt the insurance industry. Our updated InsurTech matrix reveals how much has really changed since then, and what we can expect in 2021.

It’s common to try and make experiences as easy as possible, but sometimes, the best way to help customers make better decisions is to slow them down.

Was it just crisis management, or was there more to the rapid pace of digtial transformation during lockdown? We've been panning for gold and have found a few nuggets.