Insights shares practical perspectives on the hidden barriers, emerging risks and opportunities shaping workplace and customer experience, with a focus on accessibility, usability, inclusion, technology, AI and better ways of working.
Customer journey mapping should reveal real customer effort, operational causes and clear improvement priorities, not simply produce an attractive workshop artefact.
Customer complaint handling should create service recovery and organisational learning, not merely close cases. Better systems reduce customer effort, restore trust and turn complaint evidence into service improvement.
Smart glasses, AI recording and transcription are creating new privacy questions. Blanket bans may also remove tools that help people see, hear, understand and participate independently.
