Blog Squad

Martin Hill-Wilson 440x440

News from the Customer Engagement Transformation Directors Forum

I chaired the recent Customer Engagement Transformation forum on September 24th. We were miles high on the South Bank in a fantastic big screen auditorium and a wonderful roof top view of the surrounding iconic London landmarks. We all had a smashing time. There was plenty of evidence that innovation is alive and kicking and […]


How Amazon has damaged employer brand and capacity

One of the greatest challenges businesses face now is the rapid flow of information and resulting public opinion says Rita Trehan. I need only point to the recent expose in the New York Times on Amazon’s company culture and the resulting groundswell of negative opinion. Although the article doesn’t feel intended as a takedown piece, […]


Could you ever trust VW again?

VW shares collapsed over 20% in Frankfurt today as further revelations about their emissions testing scandal emerged. In fact, their US Chief Executive Michael Horn even went on the record to say that VW has “totally screwed up.” US authorities have ordered the recall of half a million cars and the global figure for diesel […]


Usability is Transformative: Demand is Cross-Generational

Debate continues to rage about the challenges of assimilating the next generation into the workforce, the way in which this ‘born to iPad’ generation will respond to the clunky business applications that still dominate the experience in most companies today.  For those brought up on the intuitive user experience delivered by innovative, Apple inspired App […]

ABP Chair, Clodagh O'Reilly

Managers Matter in Managing Engagement!

According to Gallup data, “Managers have the greatest impact on engagement,” and “account for at least 70% of the variance in employee engagement scores across business units.” IBM research similarly indicates that manager effectiveness impacts employee engagement;  not as the greatest factor, but it is consistently in the top ten. This suggests all those seeking […]

ABP Chair, Clodagh O'Reilly

Engaging Tomorrow’s Workforce

When planning for the future, many organisations are focused on how emerging technologies can increase their productivity and innovation. But where is their workforce focused? Seeking Meaning Work was, in the past, often a necessity based on individuals’ need to survive and provide for their own basic needs. Now, in most advanced economies, the workforce […]

David Jackson

Organising for customer focus

PART 2 Where do I place my vote?  I genuinely don’t think it matters. The debate about who is responsible for the customer and who reports to whom confuses organisation structure and organisation design.  The view that structure can fix problems is not new.  “We trained hard, but it seemed that every time we were […]

Dave Jackson 440x440

Organising for customer focus

Part 1 As customers we rightly rant when we hear the dreaded phrases like “Sorry but that’s not my job”,  “You need to speak to another department” or “Can you just give me your details again.”   It seems that no one has thought too much about what it is like to be a customer.  In […]