Customer Experience

  • As-is, Should-be
    As-is, Should-be
    By Kirsten Gibbs on August 12, 2020
    It always starts with "should-be."
  • Automate Drudgery
    Automate Drudgery
    By Kirsten Gibbs on August 10, 2020
    But make sure you never let it hide the human.
  • Flipping
    Flipping
    By Kirsten Gibbs on July 17, 2020
    What if you flipped the order you do things in? Who would benefit?
  • My kind of self-checkout
    My kind of self-checkout
    By Kirsten Gibbs on July 16, 2020
    Where you can see the supply chain.
  • Bleak House
    Bleak House
    By Kirsten Gibbs on May 29, 2020
    A never-ending story.
  • DIY, with help.
    DIY, with help.
    By Kirsten Gibbs on May 28, 2020
    People want to do things for themselves, until they can't. Your job is to make the first possible, and to be there when it isn't.
  • Investment
    Investment
    By Kirsten Gibbs on May 19, 2020
    Inhabiting business.
  • Subject, Consumer or Citizen?
    Subject, Consumer or Citizen?
    By Kirsten Gibbs on May 15, 2020
    Which would you rather be?
  • Self checkouts are great for social distancing
    Self checkouts are great for social distancing
    By Kirsten Gibbs on April 9, 2020
    ..but I'm not a convert yet
  • Switching focus
    Switching focus
    By Kirsten Gibbs on March 31, 2020
    Preferences influence performance.
  • How to quickly capture a business process/procedure/work instruction
    How to quickly capture a business process/procedure/work instruction
    By Kirsten Gibbs on March 25, 2020
    Making tacit knowledge explicit
  • It’s good to talk
    It’s good to talk
    By Kirsten Gibbs on March 23, 2020
    Especially, right now, to your accountant.
  • Working to a pattern
    Working to a pattern
    By Kirsten Gibbs on February 27, 2020
    Knowing what's expected helps everyone to get it right.
  • Renewable energy
    Renewable energy
    By Kirsten Gibbs on February 25, 2020
    Where's your sun?
  • Customer experience, service delivery
    Customer experience, service delivery
    By Kirsten Gibbs on February 24, 2020
    Two sides of the same coin
  • The Law of Attraction
    The Law of Attraction
    By Kirsten Gibbs on February 21, 2020
    It's not magic.
  • Lining up
    Lining up
    By Kirsten Gibbs on February 20, 2020
    It helps to have the plans.
  • A productivity problem
    A productivity problem
    By Kirsten Gibbs on February 19, 2020
    Is it time to re-think the professions?
  • Extending the franchise
    Extending the franchise
    By Kirsten Gibbs on February 13, 2020
    Free your team, free yourself, free your business.
  • Repetition
    Repetition
    By Kirsten Gibbs on February 12, 2020
    Variety is the spice of life.