Strategic patient-centred healthcare

After ten years working in the NHS and commercial healthcare, I had the pleasure of collaborating with a highly informed and very enthusiastic health care professional, Gillian Rudge on our latest research paper. An expert dietician by day, Gill has a track record for developing award-winning innovative solutions to complex and overlooked areas of care. […]

Transform has Tour de France fever – Ey up t’Tour

This Saturday the 101st Tour de France begins in Leeds as Yorkshire, ok the UK, plays host to the Grand Départ. Nine new cities feature in this year’s tour including Leeds, Harrogate, York, Sheffield and Cambridge – excitement is building and it’s not just in the cycling community. The legacy of 2012, it would seem, is […]

This is not just any website redesign, it’s an M&S website redesign

  Each issue of Internet Retailing magazine features a Retail Review; a look at a chosen retailer’s overall strategy and how it embraces mobile, digital and in-store tech. As one of four regular reviewers, it’s my role to comment on the retail strategy of the organisation, providing insights and viewpoints on the retailer’s channel mix. […]

Does same-day delivery equal customer-centred supply chain?

Last week I was asked to speak at the Chartered Institute of Logistics and Transport conference. Listening to the other speakers and chatting with delegates during the day it’s clear that the increasing pace of change and the ever more complex challenges mean supply chain professionals are looking for ways to make sense of it […]


PRESS RELEASE: ISSUED 19TH JUNE 2014 Later this month, Goodwood’s iconic Festival of Speed takes place and the launch of ‘Goodwood Road and Racing’, its new motorsport and motoring lifestyle channel, provides an online destination that is no longer solely for enthusiastic motorsport fans but will also attract new visitors passionate about luxury brands and […]

Play Matters. Bring out the Lego.

At Transform we knew Lego was cool long before the Lego Movie. We keep our stationery in Lego storage heads, report our performance in Lego graphs and recognise the work of our team using Lego figures on our Wall of Fame. After all, we are Awesome! We believe that play matters and as yesterday was […]


PRESS RELEASE: ISSUED 28TH MAY 2014 The UK’s building societies are delivering an online customer experience that fails to keep up with the demands of today’s consumers. That’s the take-out from new research by Transform UK. Analysis of the online CX of all 53 building societies in the UK found that less than half (47%) […]

Do companies really want to be customer-centred?

Barcelona was the setting for KP Morgan’s 2014 International Customer Experience Summit. European executives from the Retail banking and Telecoms sectors came together to share their experiences, reflect on the CX journey so far and discuss future challenges and opportunities. Andy Wilkins, Transform Associate, was asked to deliver a keynote presentation to discuss the urgent […]

LPA first to pass the full, live Digital by Default Service Standard

In business if you don’t take the time to understand what your customers actually want; if you think that simply because you build an offering that you believe in, customers will flock to your physical or digital door, you’re likely to be on the receiving end of some fairly harsh feedback. In 2012, the Government […]

Shared health data should be embraced not feared

Search for K17 on Google and you will find an eclectic set of results – a few nightclubs in Germany, an insulated plasterboard business and even a British submarine. What you will find much harder to discover is these seemingly innocuous characters were the basis of perhaps the greatest medical scandal of the 20th Century. […]