Episode Nine: Mitie - turning operational efficiency into public benefit

Mitie is one of the UK’s leading facilities management and strategic outsourcing firms, delivering services anywhere from schools, to hospitals, transport hubs and commercial spaces. But as these environments — and the people in them — constantly change, Mitie needs to stay one step ahead.  That’s…

Episode Eight: Lessons from Female Founders

In this latest podcast, we talk with Kelley Steven-Waiss, Chief Transformation Officer at ServiceNow on the launch of her latest book “Valley Girls: Lessons From Female Founders in the Silicon Valley and Beyond”. The booksheds light on the challenges faced by women founders, providing insights into…

Episode Seven: Forget customer service, what makes a great experience?

Customer experience is no longer just about service. It’s about the entire customer journey. Every single interaction your customer has with your organisation forms their overall experience, so it’s vital to get it right. Doing so relies on making the best use of insights and data, delivering intel…

Episode Six: Unveiling the power of Megatrends

We can’t solve today’s problems with yesterday’s solutions. Tackling the complex challenges businesses face right now requires us to question the assertions that have worked in the past — establishing the broader consequences of a rapidly changing world and adapting our strategy accordingly.   In …

Episode Five: How to harness automation and AI as innovation enablers

Organisations across every industry are looking to harness AI, as CEOs become increasingly exposed to the opportunities for unparalleled productivity.  That said, many businesses are still at the start of their automation journey, and there’s a long way to go to reach the level of digital maturity…

Episode Four: How the MOJ is driving its digital strategy through their recruitment strategy

Ways of working are changing as organisations implement digital strategies and harness emerging technologies to create seamless experiences.   With tools like artificial intelligence (AI) becoming increasingly prevalent, businesses must consider their impact on people’s roles across the enterprise…

Episode Three: The Evolution of the Employee Experience

The great reprioritisation, quiet quitting and flexible working all underlines a paradigm shift in the employee experience.  Employees want work that is meaningful and provides autonomy, along with the tools that best enable this. Organisations must allow people to be their authentic selves, and h…

Episode Two: Creating data-driven Employee Experiences

Data and visibility are at the core of our future — helping us see, understand, and fix the problems we face on a daily basis, both inside and outside of work.  The talent crisis is no exception. Skills gaps today are made worse by the simple fact that businesses can’t fully understand what skills…

Episode One: Exploring the true meaning of Total Experience.

Experience remains front of mind for business leaders — and few would deny the vital role it plays in building, maintaining, and strengthening both customer and employee relationships.  But a turbulent economic environment is fundamentally transforming what experience is. Increasingly, good experi…