CapFeather Edition — CapFeather Global

Cyrus Allen

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Why 'perfect insights' are getting in the way

[3 minute read]

Vast amounts of time and money are spent by organisations seeking the perfect set of insights. In the process, these organisations both ignore the wealth of experience and insight that exists within the organisation, and often fail to move meaningfully beyond the research and design phase. A pragmatic approach to having ‘enough’ customer insight is the key to moving beyond the conceptual to create real value. In this article Cyrus Allen, CapFeather’s Managing Partner, presents a simple framework for determining where your organisation is and the most impactful steps to support CX innovation.

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Why 'perfect insights' are getting in the way
, ,

Why 'perfect insights' are getting in the way

[3 minute read]

Vast amounts of time and money are spent by organisations seeking the perfect set of insights. In the process, these organisations both ignore the wealth of experience and insight that exists within the organisation, and often fail to move meaningfully beyond the research and design phase. A pragmatic approach to having ‘enough’ customer insight is the key to moving beyond the conceptual to create real value. In this article Cyrus Allen, CapFeather’s Managing Partner, presents a simple framework for determining where your organisation is and the most impactful steps to support CX innovation.

, ,

[3 minute read]

Vast amounts of time and money are spent by organisations seeking the perfect set of insights. In the process, these organisations both ignore the wealth of experience and insight that exists within the organisation, and often fail to move meaningfully beyond the research and design phase. A pragmatic approach to having ‘enough’ customer insight is the key to moving beyond the conceptual to create real value. In this article Cyrus Allen, CapFeather’s Managing Partner, presents a simple framework for determining where your organisation is and the most impactful steps to support CX innovation.

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What is Your Gold Standard Customer Experience?

[6 minute read + video]

There are times when - despite the best planning, processes, training and intent - things go wrong. From your customer’s point of view, it’s a nightmare. From your organisation’s point of view, it can seem like a disaster. However, when things go wrong, if your teams are equipped to enact a gold standard service recovery, you can avoid creating a dissatisfied customer, or worse, a brand terrorist, and instead create an advocate. This article by Cyrus Allen, Managing Director of CapFeather, outlines how.

,
What is Your Gold Standard Customer Experience?
,

What is Your Gold Standard Customer Experience?

[6 minute read + video]

There are times when - despite the best planning, processes, training and intent - things go wrong. From your customer’s point of view, it’s a nightmare. From your organisation’s point of view, it can seem like a disaster. However, when things go wrong, if your teams are equipped to enact a gold standard service recovery, you can avoid creating a dissatisfied customer, or worse, a brand terrorist, and instead create an advocate. This article by Cyrus Allen, Managing Director of CapFeather, outlines how.

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[6 minute read + video]

There are times when - despite the best planning, processes, training and intent - things go wrong. From your customer’s point of view, it’s a nightmare. From your organisation’s point of view, it can seem like a disaster. However, when things go wrong, if your teams are equipped to enact a gold standard service recovery, you can avoid creating a dissatisfied customer, or worse, a brand terrorist, and instead create an advocate. This article by Cyrus Allen, Managing Director of CapFeather, outlines how.

Share
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Would you trust a robot surgeon?

[3 minute read 3 minute video ]

In a relatively short period of time health treatment may look more like something we’re used to seeing in science fiction movies, not our local clinic.

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Would you trust a robot surgeon?
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Would you trust a robot surgeon?

[3 minute read 3 minute video ]

In a relatively short period of time health treatment may look more like something we’re used to seeing in science fiction movies, not our local clinic.

, ,

[3 minute read 3 minute video ]

In a relatively short period of time health treatment may look more like something we’re used to seeing in science fiction movies, not our local clinic.

Share
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Digital diagnosis - intelligent machines do a better job than humans

[5 minute read ]

In this article CapFeather’s Anjali Jaiprakash, with Ross Crawford and Jonathan Roberts, explore how automation and robotics will disrupt the specialist field of medical diagnostics.

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Digital diagnosis - intelligent machines do a better job than humans
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Digital diagnosis - intelligent machines do a better job than humans

[5 minute read ]

In this article CapFeather’s Anjali Jaiprakash, with Ross Crawford and Jonathan Roberts, explore how automation and robotics will disrupt the specialist field of medical diagnostics.

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[5 minute read ]

In this article CapFeather’s Anjali Jaiprakash, with Ross Crawford and Jonathan Roberts, explore how automation and robotics will disrupt the specialist field of medical diagnostics.

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Automation: How a One-Armed Robot Bricklayer is Disrupting the Building Industry

[4 minute read 1.3 minute video ]

Automation will impact so many aspects of our personal and professional lives. In this Edition we look at how an age old trade - brick laying - is about to be disrupted through the application of advanced robotics.

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Automation: How a One-Armed Robot Bricklayer is Disrupting the Building Industry
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Automation: How a One-Armed Robot Bricklayer is Disrupting the Building Industry

[4 minute read 1.3 minute video ]

Automation will impact so many aspects of our personal and professional lives. In this Edition we look at how an age old trade - brick laying - is about to be disrupted through the application of advanced robotics.

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[4 minute read 1.3 minute video ]

Automation will impact so many aspects of our personal and professional lives. In this Edition we look at how an age old trade - brick laying - is about to be disrupted through the application of advanced robotics.

Share
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Automation: Robot Chefs - Coming To A Kitchen Near You

[4.5 minute read 3.5 minute video ]

Automation will impact so many aspects of our personal and professional lives. Each edition we will showcase an examples of Automation and discuss the implications for customer strategy and our individual experiences.

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Automation: Robot Chefs - Coming To A Kitchen Near You
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Automation: Robot Chefs - Coming To A Kitchen Near You

[4.5 minute read 3.5 minute video ]

Automation will impact so many aspects of our personal and professional lives. Each edition we will showcase an examples of Automation and discuss the implications for customer strategy and our individual experiences.

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[4.5 minute read 3.5 minute video ]

Automation will impact so many aspects of our personal and professional lives. Each edition we will showcase an examples of Automation and discuss the implications for customer strategy and our individual experiences.

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Disruptive Experience - How Our Relationships To Cars Are Being Completely Reshaped

[7 minute read]

Two technology trends are in the process of upending a century’s long relationship with cars: “Uberfication” and Automation. The rational and emotional bases for car ownership and usage are being rewritten, and the landscape for traditional car brands changed in unprecedented ways.

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Disruptive Experience - How Our Relationships To Cars Are Being Completely Reshaped
, , ,

Disruptive Experience - How Our Relationships To Cars Are Being Completely Reshaped

[7 minute read]

Two technology trends are in the process of upending a century’s long relationship with cars: “Uberfication” and Automation. The rational and emotional bases for car ownership and usage are being rewritten, and the landscape for traditional car brands changed in unprecedented ways.

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[7 minute read]

Two technology trends are in the process of upending a century’s long relationship with cars: “Uberfication” and Automation. The rational and emotional bases for car ownership and usage are being rewritten, and the landscape for traditional car brands changed in unprecedented ways.

Share