07 Feb 2020
Beach with a wave coming in and the number 365 drawn in the sand

We recently spoke with Roy A. Barnes, Customer Experience expert at Blue Space Consulting, and came away inspired. In his book Customer Experience 365, Barnes shares 365 insights for delivering better service, one for every day of the year so we can all have great interactions. His message is…

Read More

22 Jan 2020
Robotics automatic arms machine of making movie and TV commercial in studio. Camera of movie. Innovation and technology of movie industry with monitoring system software. Film crew team in set.

When it comes to creating compelling video training content, we believe in the power of film. Acted scenarios are especially effective at bringing typical workplace interactions to life, whether that’s customer to employee, employee to employee, or manager to employee. When you get it right, you can help develop…

Read More

07 Jan 2020
Illustration of a large brain with a small person next to it looking up.

Life coach and author Marie Forleo champions the magic of belief in her book Everything is Figureoutable: “Beliefs are the hidden scripts that run our lives. They determine where we go and how we get there.” In our June blog, we explored how an organisation’s values, or belief systems,…

Read More

16 Dec 2019
A photo of Paddy, Carolyn Quainton's dog at Understood

Alright, I admit it – this post is partly just an excuse to talk about my new puppy, Paddy, and share a cute picture! 🐾 But three weeks into dog ownership (a whole new world for me), I’ve noticed something that’s impossible to ignore: when it comes to connecting…

Read More

01 Nov 2019
Keith Thomas and Carolyn Quainton talking at the UK Bus awards

At the recent UK Bus Awards it was an absolute pleasure to be on the same table as the legendary Keith Thomas, one of the UK’s top bus drivers. Keith’s story is quite incredible, which is why we chose to feature him in this month’s blog post. Here’s why…

Read More

01 Oct 2019
shuttle being launched into space

Why do we make bad decisions even when we know we shouldn’t? Psychologist Dan Ariely shares a fascinating perspective on behaviour change in this recent TED Talk. He points out a familiar pattern: we know we should exercise more, eat better, save for retirement, and yes – wash our…

Read More

01 Sep 2019
Two people communicating and sharing stories happily

The stories we tell ourselves can be powerful and dangerous. In her compelling TED Talk, therapist Lori Gottlieb says “The way we narrate our lives shapes what they become.” How we talk to ourselves has the power to either build us up or break us down. But here’s the…

Read More

01 Aug 2019
silhouette of super business woman feel strong with sunset

The most resilient people aren’t the ones who never make mistakes. They’re the ones who mess up, bounce back, and grow. So-called “successful” people? In reality, they’ve usually experienced failure many times but have learned how to recover, and do things differently next time. Yet, so many of us…

Read More

01 Jul 2019
Two people holding hands as a train leaves. One is on the train and one is on the platform.

“I define vulnerability as uncertainty, risk and emotional exposure.” – Brené Brown As customers, we often find ourselves in vulnerable situations. To meet our fundamental and complex needs such as food, travel, and electricity, we rely on various products and services. When a customer experience is stressful, it can…

Read More

15 Jun 2019
Business people meeting at office and use post it notes to share ideas and values. Brainstorming concept. Sticky note on glass wall.

An organisation’s values can be one of its most important assets. In our previous blog, we explored how they don’t just shape the here and now, they also impact the destiny of an organisation. Let’s say you’ve come up with some amazing brand values. You’ve chosen words or phrases…

Read More