The Foundation

The Customer-led Growth Company. Helping brands and businesses pioneer on behalf of customers.

[Infinite Loops 🎙 @InfiniteL88ps]

Our episode with @Johnjsills is now live! We discuss:

🫣 Why leaders fear the frontline
☠️ The death of the human experience
💪 Why companies should empower their staff
🧐 Curiosity, creativity & customer experience
🦄 The myth of customer loyalty
♾ MORE!

Here’s a preview:

[The Foundation @TheFoundation]

Lauren Dalglish on Metro Bank: We involve customers as much as we can and throughout the innovation process @Metrobank #TFforum

[The Foundation @TheFoundation]

Steven Roberts on Barclays: We’ve learnt how to listen again, to both colleagues and customers, not just to transact. We learnt to be humble. @Barclays #TFforum

[The Foundation @TheFoundation]

Steven Roberts on digital transformation at Barclays: Digital Eagles started to make us useful in the community beyond being a transaction hub. @Barclays #TFforum

[The Foundation @TheFoundation]

Steven Roberts on Barclays: We put free wifi in all branches to convert people to use mobile banking whilst in the branch. For the first time in history people were coming into our buildings because they wanted to, not because we forced them. @Barclays #TFforum

[The Foundation @TheFoundation]

Steven Roberts on digital transformation at Barclays: We realised colleagues had to be comfortable with digital products because they were the ones making customers feel comfortable with them. @Barclays #TFforum

[The Foundation @TheFoundation]

Sarah Thomas on Catalyst Housing Association: It comes down to a fine balance between providing a social benefit and commercial performance to ensure that we can continue to deliver that social benefit in future. #TFforum

[The Foundation @TheFoundation]

Three things to take away, from Lauren Dalglish at Metro Bank:
1. Colleagues from all across the business are key in being game-changing
2. Find your own way of innovating.
3. Don’t stop and don’t stand still @Metrobank #TFforum

[The Foundation @TheFoundation]

Lauren Dalglish on Metro Bank: We get frontline colleagues who are really close to customers to bring forward ideas for what we can do to make things better for customers. @Metrobank #TFforum

[The Foundation @TheFoundation]

Lauren Dalglish on Metro Bank: We brought in baby change facilities which sounds really simple but it got us recognition from outside the industry, from Mumsnet. @Metrobank #TFforum

[The Foundation @TheFoundation]

Most senior leader are further away from their customers than they think because when they ask them questions, they ask their opinions on their products and services @johnjsills #TFforum

[The Foundation @TheFoundation]

We’re kicking off our autumn Forum with three fantastic speakers discussing what it takes to be a great Customer Experience organisation. We’ll be hearing from Lauren Dalglish at Metro Bank, Steven Roberts at Barclays and Sarah Thomas at Peabody #TFforum

[Jessica Chivers CPsychol @jesschivers]

Struggling to see the point of returning to the office? Cracking conversation between founder of @TheFoundation and @brucedaisley about the power of “Wednesday + 1” approach - we all benefit when we come together on a defined day with defined purpose https://t.co/am3qGa7Bbt

[The Foundation @TheFoundation]

“We should see technology as a means to achieve scale of impact rather than a means in and of itself” Dr. Rachel Carey @zincvc #TFforum

[The Foundation @TheFoundation]

“Think about measurement from the beginning and measure the right things. Change the way you gather data to make it minimally burdensome or maximally engaging… nobody wants to fill in 75 questions when they download an app” Dr. Rachel Carey @zincvc #TFforum

[The Foundation @TheFoundation]

“You have to be problem obsessed. Technology is only the mode of delivery once we have a really good understanding of the problem” Dr. Rachel Carey @zincvc #TFforum

[The Foundation @TheFoundation]

“There are so many really costly interventions that have failed because they’ve made assumptions about customer behaviour” Dr. Rachel Carey @zincvc #TFforum

[The Foundation @TheFoundation]

“Empower employees - especially those on the frontline - to utilise that data. Lots of companies just see data as a way to automate” @TomLansdowne #TFforum

[The Foundation @TheFoundation]

“Data is absolutely anchored to the customer problem. We don’t know what that problem might be in ten years but having an obsession with understanding the customer means you’re able to address those problems as they come up” @TomLansdowne

[The Foundation @TheFoundation]

“Technology is at its best when it’s a means to an end…Invisible tech that allows you to be a human being doing meaningful work” Asi Sharabi @Wonderbly #TFforum