🤝 Philip Michell

I’m very pleased to share that we’ve been named a Top Consulting Firm in the UK by Consultancy.uk for the 2nd year in a row! We ranked platinum and gold across 7 industries and 9 service areas. 🏆 This accomplishment highlights how we enable our clients to meet—and surpass—their change and transformation goals. And we’ll continue to do just that 💪 Read more about the specific categories in the press release. #Consulting #UK #GlobalTransformation

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A bit more about the CXCo Limited and Investor in Customers Ltd link up with TURN (The Universal Reporting Network)! #ConsumerDuty #FinancialServices #AnnualReport #CXCo #DutyCX #Vulnerability #BoardReports #IndustryInsights #GetInvolved #fouroutcomes #vulnerablecustomers #vulnerability #customeroutcomes

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https://lnkd.in/ernUsWqe - Join us at salesXchange where we pioneer digital excellence. Our consultancy delivers more than insight—it catalyses profound business transformation. Within days, you'll witness a radical shift in your business trajectory, driven by bespoke strategies that optimise every aspect of THE digital selling approach. This isn’t just improvement; it’s a complete reinvention designed to unlock new levels of success. If you're aiming to not only participate but lead in your market, it's time to act. Visit salesXchange and let us transform your approach with our unmatched digital selling strategies. Click the link up top! #B2BSales #SaaSMarketing #TechInnovation #SalesGrowth #DigitalSales #NewBusiness #SalesStrategy #TechLeaders #SaaSSuccess #BusinessDevelopment #RevenueGrowth #SaaSConsulting #LeadGeneration #BusinessTransformation #SalesExcellence #b2bnewbusiness #totaladdressablemarket #TAM #livestreaming #b2bprospecting

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https://lnkd.in/ernUsWqe - Join us at salesXchange where we pioneer digital excellence. Our consultancy delivers more than insight—it catalyses profound business transformation. Within days, you'll witness a radical shift in your business trajectory, driven by bespoke strategies that optimise every aspect of THE digital selling approach. This isn’t just improvement; it’s a complete reinvention designed to unlock new levels of success. If you're aiming to not only participate but lead in your market, it's time to act. Visit salesXchange and let us transform your approach with our unmatched digital selling strategies. Click the link up top! #B2BSales #SaaSMarketing #TechInnovation #SalesGrowth #DigitalSales #NewBusiness #SalesStrategy #TechLeaders #SaaSSuccess #BusinessDevelopment #RevenueGrowth #SaaSConsulting #LeadGeneration #BusinessTransformation #SalesExcellence #b2bnewbusiness #totaladdressablemarket #TAM #livestreaming #b2bprospecting

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https://lnkd.in/ernUsWqe - Join us at salesXchange where we pioneer digital excellence. Our consultancy delivers more than insight—it catalyses profound business transformation. Within days, you'll witness a radical shift in your business trajectory, driven by bespoke strategies that optimise every aspect of THE digital selling approach. This isn’t just improvement; it’s a complete reinvention designed to unlock new levels of success. If you're aiming to not only participate but lead in your market, it's time to act. Visit salesXchange and let us transform your approach with our unmatched digital selling strategies. Click the link up top! #B2BSales #SaaSMarketing #TechInnovation #SalesGrowth #DigitalSales #NewBusiness #SalesStrategy #TechLeaders #SaaSSuccess #BusinessDevelopment #RevenueGrowth #SaaSConsulting #LeadGeneration #BusinessTransformation #SalesExcellence #b2bnewbusiness #totaladdressablemarket #TAM #livestreaming #b2bprospecting

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https://lnkd.in/ernUsWqe - Join us at salesXchange where we pioneer digital excellence. Our consultancy delivers more than insight—it catalyses profound business transformation. Within days, you'll witness a radical shift in your business trajectory, driven by bespoke strategies that optimise every aspect of THE digital selling approach. This isn’t just improvement; it’s a complete reinvention designed to unlock new levels of success. If you're aiming to not only participate but lead in your market, it's time to act. Visit salesXchange and let us transform your approach with our unmatched digital selling strategies. Click the link up top! #B2BSales #SaaSMarketing #TechInnovation #SalesGrowth #DigitalSales #NewBusiness #SalesStrategy #TechLeaders #SaaSSuccess #BusinessDevelopment #RevenueGrowth #SaaSConsulting #LeadGeneration #BusinessTransformation #SalesExcellence #b2bnewbusiness #totaladdressablemarket #TAM #livestreaming #b2bprospecting

Join us for a roundtable discussion and networking event with industry experts, on the impact of technology and AI on employee wellness. Key Challenges to Discuss: ✳️Productivity Loss | The hidden cost of rising workplace sickness in the UK has increased to more than £100bn a year, largely caused by a loss of productivity amid “staggering” levels of presenteeism ✳️Mental Health Impact | Cost to employers of poor mental health is £51bn per year. Presenteeism is the largest contributor, where people work in spite of illness and not perform at their full ability, which is costing employers around £24 bn annually. ✳️Cardiovascular Disease on the increase | 7.6 million people living with heart and circulatory diseases in the UK Discover: ✅ How AI tools can support mental health and reduce burnout ✅ The balance between automated efficiency and human touch ✅ Strategies for creating a healthier digital work environment Whether you're an HR professional, a team leader, or just passionate about workplace wellness, this discussion will provide valuable insights into making technology work for us, not against us. Let’s reshape the future of work together! 📅 Date: 03.10.2024 🕒 Time: 15h00📍 Location: 33 Great Portland St, London, W1W 8QG 💻 Register here: https://lnkd.in/dpWkFA4h ✉️ RSVP: 26.09.2024 Alula Technologies Lakeland Consulting Group Ltd #wellness #employeewellbeing

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🔍 Market competition in framework usage across the UK public sector: Thoughts 🛠️ In public sector procurement, the choice of framework provider holds significant weight. So, should the organisation that hosts the framework influence the decision-making process? 🤔 Here are some considerations: 1️⃣  Ensuring Competition: Central frameworks are a familiar route, but it's crucial to assess if this potentially limits competition. Are we fostering a diverse marketplace or monopolistic tendencies? 2️⃣  Access to Innovation: Excluding framework providers could hinder access to emerging suppliers. Diversity in options often breeds innovation, sparking new ideas and approaches. 3️⃣ Revenue vs. Current Needs: Channelling revenue back into the central pot, whilst meeting immediate needs, is a delicate dance. Prioritising the right route to market for each requirement ensures resources are optimally utilised. In the pursuit of effective procurement, the goal isn't just about the bottom line; it's about fostering a competitive environment that drives innovation, meets needs, and maximises value for the public sector and taxpayers alike. 💡What are your thoughts on this? Share your insights! 👇 #PublicProcurement #MarketCompetition #Innovation #ValueForMoney

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See below for the 2024 edition of our 'Decoding the Digital Home' report, a look at consumer sentiment in the telco and media market. Some highlights... - There is rising demand for 'telco-adjacent' offerings (e.g. smart home devices) 🏠 - However there's also an increase in consumers who don't see an advantage in buying multiple products from the same provider (e.g. Broadband & Mobile) 📞 - Therefore as the market diversifies, incumbents are at risk of entering a 'race to the bottom' acquisition bidding war for new categories and eroding potential value. 📉 Focus should instead be on securing a sticky, low cost-to-sell/serve 'legacy' base which is transitioned to new products revenue streams (e.g. Mobile/BB to FMC) in-line with their individual needs and wants. Easy to say but requires a complete rewiring of culture where customer churn and lifetime-value matter more than product volumes or ARPU.

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How to spot areas where AI can make a tangible difference in your operations and get actionable steps to develop an AI strategy.

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ECMS are at the half way point this year with continued growth, and whilst its a challenging market/economic backdrop we are growing, such is the demand for services across data and digital optimization. We have a great commercial and delivery team of employees and dedicated associates, supported by some fantastic alliance partners covering #LowCode #ERM #DataTools #CRM Here are some key outputs and takeaways so far this year. 🥇 What have we delivered this year... ECMS this year has supported many of our clients in Technical Assurance (Infrastructure), Programme/Project Delivery (Data/PAS/Claims/Finance/QA), Programme Assessments (Data), Data Remediation/Validation/Migrations (EPI/Debt/UW), Transition Planning/Delivery (BPO), Finance Process Improvement (P2P/Oracle Fusion) and lots of Business Process Optimization (Op Res). Our #insurance focused practice has also delivered some really interesting Advisory/POCs including; #workbench vendor reviews, data assessments and demonstrating what can be achieved with #LowCode (Netcall) assessing invoice processing, claims and customer service process improvement. 🥉 What are we seeing in the market? #Transformation & #Change - There is lots of this however many organisations have had huge ambitions that are being reset to move forward - "stop, start or accelerate". To achieve success having the right partners, services and internal talent are key. You cant have enough and undercooking this means at some point an MVP well below the target is the inevitable outcome. Technical debt/waste is therefore still rising, as is cloud consumption at the same pace. #ProgrammeGovernance is a challenge, whilst release management and testing are still often an afterthought. Outsourcing to big SI/BPO/ITO partners makes sense but retaining the change oversight and technical governance is paramount, either inhouse or with an independent managed service consulting firm. #Data is the currency. Organisations have tons of it, #structured and #unstructured. Those that want more will augment their data with third party data. Data scientists using the latest tools will harness this to create new models/opportunities/businesses. #AI #Automation is accelerating across the market and will start to deliver some fascinating improvements to many aspects. CICD will happen at lightening pace, much of it automated - so governance and regulation is key. #2025 looks to be exciting and we look forward to working with existing and new customers across the market supporting them on delivering their #data and #digital journeys. ECMS #managedservice #deliveryfocused #consulting

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What is top of mind for businesses across the UK? Our latest research explores growth priorities for business leaders across the UK regions. We delve into how firms are progressing with their digital and sustainability journeys. Learn more in our latest insights: https://upl.inc/xcdwhp #BigPictureBanking #Insights #BarclaysXTheTimes

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In the UK we own more and more clothing that we are getting less and less use out of, and this comes with a high environmental price tag. Join Green Alliance and PwC UK on 22 April for a webinar to discuss how circular reuse business models can help fashion brands respond to this challenge and deliver what consumers want to see from a greener clothing industry. #EarthDay #Fashion #CircularEconomy

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This morning, I had a great discussion with a fellow CX consultant, reinforcing a key insight: CX initiatives aren't just about improving customer satisfaction—they have the potential to elevate the entire business! This afternoon, while catching up with Rhys Griffiths from Chambers Wales South East, South West and Mid, he suggested I share how we at Customer Start feel about the topic... In the current climate I fully understand why so many focus on the absolute immediate ROI and not the bigger picture but when business leaders fully embrace customer experience, they unlock potential across every single facet of their organisation. A well-executed CX strategy doesn’t cost as much as many assume but the impact can be HUGE. Our initiatives not only leads to happier customers but also transforms your brand, enhances your workplace, and drives profitability. Here’s why integrating CX into core business strategy is crucial for success: - Brand Resonance: CX directly impacts brand perception. Positive customer interactions amplify your brand’s voice and values, while negative experiences can detract from your reputation. - Employee Engagement: Employees thrive when they see the positive outcomes of their work on customer satisfaction, boosting engagement, productivity, and innovation. - Profitability: Excellent CX links to profitability. Satisfied customers return, recommend your services, and have a higher lifetime value. Better CX strategies reduce churn, lowering costs and increasing revenue. Leadership’s role in integrating CX into business strategy is pivotal. It’s about fostering a culture of customer-centricity, breaking down silos, and ensuring every department understands its role in delivering outstanding experiences. Adopting a holistic approach to CX isn't just about fixing friction points. It's about reimagining how every part of your business contributes to a cohesive customer journey. The result? A resilient, adaptive, and evolving business that stands out in today’s market. Let’s shift our focus from isolated improvements to comprehensive enhancements. Leverage CX as a strategic driver for broad-based success. What does success look like for your business through the lens of CX? #CustomerExperience #Leadership #BusinessStrategy #OrganisationalSuccess

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Want to know how to create outstanding customer experiences with AI? Check out this article - or get me to come and speak about it! Thanks Matthew Fisher and Scamp Speakers - Motivational & Business Speakers for your support! #customerexperience

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We had a really energising discussion this morning at Criticaleye with some of the Non-executives in the Community discussing How to Navigate Emerging Trends in Disruptive Tech. I was chairing and am indebted to the time and expertise of Mark Farbrace from Accenture UK & Ireland and Chet Patel of BT Group, Mitie and Dentons. I forgot to take a photo of the proceedings, so I hope that Chet and Mark don’t mind their photos being used instead! We covered a lot of ground in 90 minutes, including: -  GenAI is poised to provide the most significant uplift in productivity and change to work since the industrial revolution. -  You may be using Co-Pilot but it isn’t the answer to everything – the roll out of bespoke agents will accelerate adoption with more tailored outcomes -  How to balance the pressure to invest with avoiding decisions you might later regret -  Some of the key questions board directors should consider in relation to AI. Which reminded me of this article from Samantha Barber: https://lnkd.in/eQEDw8X9 -  We discussed how much our approach to risk should change with the accelerated use of AI – this covered cyber but also… -  …some cautionary tales of how GenAI must be used carefully. Like when the Number 10 chatbot answered questions in French (https://lnkd.in/emV9fsBh) or when Canada Air gave incorrect information to a traveller – and was held liable (https://lnkd.in/ezr37PvU) -  we talked about how GenAI can help companies achieve sustainability goals – but also severely impact them through high energy usage. But how infrequently this is debated at board level -  We covered the age-old discussion about the need for tech know-how on boards – but that is now an excuse: you must invest in your knowledge here as a Board Director -  Mark closed with some insight into a formula emerging for how organisations can reasonably scale their use of Gen AI. Much drawn from this report: https://lnkd.in/eJjUDuHM I also wrote down these little nuggets: -  Think of GenAI as a muscle that you didn't;t know you had. Train that muscle. -  The biggest miss on thinking about why you are investing in GenAI is People -  The way you will have success in embracing GenAI is user innovation – bottom up rather than top down -  The biggest risk with GenAI is not getting on with using it These reports are also worth a look: https://lnkd.in/eYEidfSt

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Learn how to integrate Consumer Duty into your company customer outcomes. Dive into the key drivers of culture and align your purpose with this essential duty. Explore more at: https://okt.to/1LTlZK #ConsumerDuty #Leadership #CorporateCulture #CustomerOutcomes #FinancialServices

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