“Data is absolutely anchored to the customer problem. We don’t know what that problem might be in ten years but having an obsession with understanding the customer means you’re able to address those problems as they come up” Tom Lansdowne

“Empower employees - especially those on the frontline - to utilise that data. Lots of companies just see data as a way to automate” Tom Lansdowne #TFforum

“There are so many really costly interventions that have failed because they’ve made assumptions about customer behaviour” Dr. Rachel Carey Zinc #TFforum

“You have to be problem obsessed. Technology is only the mode of delivery once we have a really good understanding of the problem” Dr. Rachel Carey Zinc #TFforum

“Think about measurement from the beginning and measure the right things. Change the way you gather data to make it minimally burdensome or maximally engaging… nobody wants to fill in 75 questions when they download an app” Dr. Rachel Carey Zinc #TFforum

“We should see technology as a means to achieve scale of impact rather than a means in and of itself” Dr. Rachel Carey Zinc #TFforum

Struggling to see the point of returning to the office? Cracking conversation between founder of The Foundation and Bruce Daisley about the power of “Wednesday + 1” approach - we all benefit when we come together on a defined day with defined purpose podcasts.apple.com/gb/podcast/eat…

The office only has any point if we use it in a co-ordinated way. But going in everyday seems oppressive and unnecessary. What's the solution? I took a close look at firms experimenting with 'Wednesday +1' and a 4-day week. makeworkbetter.substack.com/p/inside-wedne… Ft The Foundation & InModo25

We’re kicking off our autumn Forum with three fantastic speakers discussing what it takes to be a great Customer Experience organisation. We’ll be hearing from Lauren Dalglish at Metro Bank, Steven Roberts at Barclays and Sarah Thomas at Peabody #TFforum

Most senior leader are further away from their customers than they think because when they ask them questions, they ask their opinions on their products and services JS #TFforum

Lauren Dalglish on Metro Bank: We brought in baby change facilities which sounds really simple but it got us recognition from outside the industry, from Mumsnet. Metrobank #TFforum

Lauren Dalglish on Metro Bank: We get frontline colleagues who are really close to customers to bring forward ideas for what we can do to make things better for customers. Metrobank #TFforum

Three things to take away, from Lauren Dalglish at Metro Bank: 1. Colleagues from all across the business are key in being game-changing 2. Find your own way of innovating. 3. Don’t stop and don’t stand still Metrobank #TFforum

Sarah Thomas on Catalyst Housing Association: It comes down to a fine balance between providing a social benefit and commercial performance to ensure that we can continue to deliver that social benefit in future. #TFforum

Steven Roberts on digital transformation at Barclays: We realised colleagues had to be comfortable with digital products because they were the ones making customers feel comfortable with them. Barclays Bank #TFforum

Steven Roberts on Barclays: We put free wifi in all branches to convert people to use mobile banking whilst in the branch. For the first time in history people were coming into our buildings because they wanted to, not because we forced them. Barclays Bank #TFforum

Steven Roberts on digital transformation at Barclays: Digital Eagles started to make us useful in the community beyond being a transaction hub. Barclays Bank #TFforum

Steven Roberts on Barclays: We’ve learnt how to listen again, to both colleagues and customers, not just to transact. We learnt to be humble. Barclays Bank #TFforum

Lauren Dalglish on Metro Bank: We involve customers as much as we can and throughout the innovation process Metrobank #TFforum

Our episode with @Johnjsills is now live! We discuss: 🫣 Why leaders fear the frontline ☠️ The death of the human experience 💪 Why companies should empower their staff 🧐 Curiosity, creativity & customer experience 🦄 The myth of customer loyalty ♾ MORE! Here’s a preview: