Research reports

Optimising the customer experience - the changing role of customers, employees and leaders

Customer experience report

Customer Expectations have changed This is an exciting yet challenging time for organisations. Customer service, a key element in any customer-facing businesses, is in crisis. Today’s customers are hyper-connected, they literally attack information. They expect instant access to basically everything from products to information to services. Loyalty to a brand is earned not just through quality p...


Performance Management - What's the point?

Performance management report

Drawing on best practice case studies, interviews with business leaders and academics, and our own extensive experience this report presents 19 recommendations for high performing performance management systems.


Business transformation – Why do we keep on getting it wrong?

Business transformation report

Latest thinking from business leaders on how to increase your chance of transformation success.


Delivering on the HRIS promise

HRIS Research report

Best practice advice for HRIS selection and implementation. Includes a checklist for selecting your HRIS vendor and a new section on PaaS.