Category: Customer

Is there more to understanding an increasingly diverse customer base and improving their experience? How can emerging insights about employee diversity apply to the world of customers?

Ask anyone to recall their favourite childhood television character and they wouldn’t have too much trouble. The heroes and villains that play out on our screens, the fantasy worlds and stories of triumph are remembered fondly. They also help to shape our own personal ideals and views of what is ‘normal’, ‘right’ and ‘important’. The…

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If culture eats strategy for breakfast it means we need to get a lot smarter about driving cultural change. Three great articles – from around the world – provide insight on where to focus. Middle managers – that’s the advice from the UK about how to get traction on gender equity. More than just who,…

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Much of the literature on diversity and inclusion has focussed on employees. Could it be that the principles underpinning employee diversity and inclusion are also applicable to customer diversity and inclusion? Deloitte defines inclusion as the active process of organisations and individuals adapting their practices or behaviours so as to meet people’s diverse needs. Deloitte’s…

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