Customer journey mapping is a visual representation of the steps a customer takes when interacting with a product, service, or brand. It tracks the full experience from first learning about the business to making a purchase and beyond. The goal is to understand what customers feel, think, and do at each stage so that businesses…
Customer and Employee Experience Transformation refers to the process of improving how customers and employees interact with a business, aiming to make these experiences smoother, more enjoyable, and more effective. It often involves changing processes, technology, and company culture to better meet the needs and expectations of both groups. The goal is to create more…
Supply chain digitisation refers to using digital technologies to improve how goods and services move from suppliers to customers. It means replacing paper-based or manual processes with digital tools like software, sensors and online platforms. This allows for better tracking, data sharing and decision-making across the whole supply chain. Digitisation helps companies respond faster to…
An Automation Centre of Excellence (CoE) is a dedicated team or group within an organisation that sets the standards, best practices, and frameworks for automation projects. It provides guidance, resources, and support to ensure that automation initiatives are consistent, efficient, and aligned with business goals. The CoE also helps train staff, select suitable tools, and…
Continuous Process Improvement is a method used by organisations to regularly evaluate and enhance their workflows, systems, or services. The aim is to find ways to make things work better, faster, or more efficiently. This ongoing approach helps companies stay competitive, reduce waste, and meet customer needs more effectively. By making small, regular changes instead…
Six Sigma is a method that helps organisations improve how they work by reducing mistakes and making processes more efficient. In tech transformation, it is used to streamline digital changes, cut down errors in software or system upgrades, and ensure smoother transitions. The approach relies on measuring current performance, finding where things go wrong, and…
Lean IT Principles are a set of guidelines used to improve the efficiency and effectiveness of IT services and processes. They focus on reducing waste, maximising value for customers, and making continuous improvements. By applying these principles, organisations aim to deliver better results with fewer resources and less effort.
Operational Excellence Frameworks are structured approaches that organisations use to make their processes more efficient, reliable and effective. These frameworks provide a set of principles, tools and methods to help teams continuously improve how they work. The goal is to deliver better results for customers, reduce waste and support consistent performance across the business.
Business Process Management (BPM) is a method organisations use to analyse, design, improve, and monitor their everyday work processes. The goal is to make these processes more efficient, clear, and adaptable. BPM helps identify steps that can be automated, streamlined, or changed to save time and resources. By using BPM, businesses ensure that tasks are…
Hyperautomation strategies refer to the coordinated use of advanced technologies to automate as many business processes as possible. This approach goes beyond basic automation by using tools like artificial intelligence, machine learning, and robotic process automation to handle complex tasks. Organisations use hyperautomation to improve efficiency, reduce manual work, and create smoother workflows across departments.