Simplicity: It's a state of mind

Published by EY-Seren

Design is about communication. How can we, as designers, ensure the work we produce communicates effectively with clients and customers?

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Beyond accessibility: Designing for vulnerability

Published by EY-Seren

From its inception, digital services design has designed mindfully for accessibility issues. However, accessibility best-practice may not cater adequately for different types of vulnerability. So, how best can we approach designing for vulnerable customers?

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The business value of NPS

Published by EY-Seren

Research shows that NPS has the highest correlation with future profits and growth vs. other customer experience metrics. Its real value is as a predictor of customer loyalty. Find out how can a well run NPS programme help your business...

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Richard Moule: Bridging the gap between CX and the bottom line

Published by EY-Seren

As organisations worldwide have begun to embrace a customer-led approach, they have been faced with no shortage of customer journey maps, concepts and prototypes. But how do they choose which initiatives to prioritise? Which will have the biggest impact on the bottom line?

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