Reinvigorating Customer Service Excellence

Reinvigorating Customer Service Excellence

The Challenge The Co-operative Bank, renowned for its award-winning customer service and relationship-focused approach, understands the critical role of its people in delivering world-class experiences. After a decade of using their customer conversation framework, a...
Enhancing Learning Through Human-Centred Design

Enhancing Learning Through Human-Centred Design

“Can you just digitise this?” Sure, we can, but should we? It’s a common request (and we get it). Organisations want to offer learning at scale, accelerate learning delivery and speed productivity, reduce cost and time, free up facilitators, rapidly upskill...