Blog

Bill James appointed as Chair of Triathlon England

PRESS RELEASE: ISSUED 18TH NOVEMBER 2014 Bill James has been appointed as Chair of Triathlon England, taking over from Jem Lawson JP, who steps down after serving the maximum number of terms in post. Bill joined the board back in January 2013 as Independent Director Business with a background in setting up and running businesses, […]

How can Boots embrace omnichannel retailing for full advantage?

Each month Internet Retailing features a Retail Review for either its magazine or internetretailing.net; 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, Transform is invited to comment on the retail strategy of the organisation, providing insights and viewpoints on the retailer’s […]

The digital manifesto: what defines a digitally mature organisation?

Digital maturity used to reflect how technology and channels delivered to a customer base that had reached majority with web adoption but was yet to fully embrace mobile and social channels. Organisations were mirroring the customer trajectory. Mobile and then multi-channel teams were established but largely as adjuncts to IT or marketing departments and not […]

What does a patient-centred health care system really look like?

How do you solve a problem like the NHS? Cherished yet assailed from all sides; a totemic symbol of social policy, yet lambasted for waste, inefficiency and failure. The institution famously described by Chancellor Nigel Lawson, as the closest thing to a national religion – that has brought our children safely into the world, cured […]

Google Glass: a lesson in rapid innovation and social acceptance

In this year’s digital maturity research (DMI 2014) it’s clear that more organisations are now embracing rapid innovation and adopting ‘fail fast’ approaches. But often the culture is out of sync with this ambition especially if the outcome doesn’t translate into success. Giving more room for internal and external parties to experiment with new products and […]

Digital by Default two years on: an opinion piece by Kathy Settle, GDS

Back in 2010, Martha Lane Fox was asked to oversee a strategic review of Directgov to recommend how the government could use the internet to communicate and interact better with citizens while also delivering significant efficiency savings. Transform supported the review by interviewing 50 leaders from business and public sectors to provide additional insights about […]

Transform’s ElasticSearch project: Eddie Abou-Jaoude offers a developer’s view

As one of Transform’s associate developers I was interested to see the role of development featuring more prominently in this year’s Digital Maturity Index (DMI 2014). The phrase ‘it’s the combination of code and coders that makes the connection between customer, device and organisation’ certainly struck a chord, and caused me to think about how […]

Service recovery and the customer experience

Over the five-year history of DMI (our annual digital maturity index) the most significant change has been an increased focus on the customer experience. However despite organisations now actively using tools and techniques to deliver an improved experience many still overestimate the quality of their CX. How a company responds to its customers when things go […]

Transformational people, transformational culture: an opinion piece by Dave Coplin, Microsoft

When interviewing 150 digital leaders for our annual digital maturity research (DMI 2014) we asked, “How much freedom do you give your frontline staff to solve customers problems?” The majority of respondents reported that they either give employees significant autonomy, but with no budgetary control (32%), or some autonomy with certain restrictions (35%). Only 9% stated […]