by Marcus Hickman | 23 Jan, 2026 | Our blog
CX trends come and go, and most organisations simply watch them unfold. But the leaders who act, who turn change into progress, are the ones who define the future. Large, established organisations often move slowly, constrained by legacy systems and risk aversion,...
by Marcus Hickman | 11 Dec, 2025 | Cybersecurity, Our blog
Until recently, cybersecurity was widely viewed as a technical discipline; essential, but largely invisible to the wider organisation. That perspective shattered in 2025, when cyber-attacks on two of the UK’s most recognisable companies, Marks & Spencer (M&S)...
by Marcus Hickman | 30 Sep, 2025 | Our blog
Why do people struggle to save?Despite the number of tools and products available, many consumers fail to engage meaningfully with savings. Confusion, inertia, and low trust play a major role. Recent research in the JCR, The Benefit and Maleficent Effects of...
by Marcus Hickman | 3 Sep, 2025 | Customer experience, Our blog
Business leaders could be more honest about how customer experience (CX) is having a bit of an identity crisis.After studying as widely as possible the views of CX leaders across industries — from retail and banking to healthcare and energy — one thing is clear:...
by Marcus Hickman | 11 Jun, 2025 | Our blog
The future of homeworking continues to generate debate and uncertainty. While some businesses push for a full return to the office, many employees are resisting, prompting ongoing revisions to workplace policies across industries. The UK Employment Rights Bill,...
