Customer Service Strategy

CSM the whyaye way

Are you setting yourself up for success? One of the brilliant things to come out of the convergence of the Telecoms and IT industries has been the opportunity for integration and interoperability of systems and platforms.  From the early days of clunky cobbling together, the move to an open API philosophy and cloud first architectures […]

IRM with whyaye – what you need to know…

What you need to know_IRM

IRM got your head in a spin? Well, that’s no real surprise! says Stuart Birnie We are living in a digital world where customers expect a 24/7 resilient service.  To deliver this in an efficient and effective manner we utilise geographically diverse and often complex supply chains. This gives rise to risks that are becoming […]

ServiceNow makes the employee experience more efficient

Our own Holly Sheppard examines the employee experience both with and without ServiceNow… there’s a clear winner IT has become more important than ever for organisations. When the pandemic hit in 2020, many of us had no choice but to begin working completely remotely, accelerating the need for efficient processes to enhance the overall employee […]

Persona Pyramids… What, Why, How

Persona Pyramids At a recent event, we were asked about the persona pyramid. In this post Enrique Brands explains how the persona pyramid is a concept that can be used to determine how your requirements, development stories and output of those can impact user personas both above and below you. By utilising this pyramid, we […]

How can Tech’ support your resilience?

How can technology support your capability Want to open a new account, “tap on the app”… suspect a fraudulent transaction “my bank messages me”… this is the norm now where 24/7 access to banking services is expected as standard. It’s a complex, interconnected world, with major financial service (FS) institutions unable to understand and achieve […]

Executing IRM projects in Baby Steps

Executing your Integrated Risk Management project in Embarking on an Integrated Risk Management (IRM) project can be a daunting process. Those that control project budgets are challenging you “What are the benefits of a new IRM system” given money is tight and there are different views of what to do across the three lines of […]

Keeping everyone engaged – where tech steps in…

Our mob knows how to get things done! For a multinational consumer goods company, we cut time spent on frustrating and laborious tasks by nearly half. We reduced 15 help desks down to one portal.  And we got people smiling again! But around the world, not everyone is happy. Which makes us sad too. This can’t […]

Attracting and retaining talent – where does technology fit in?

A jump of employee satisfaction from 7% to 89% in just five months! This is the kind of yay that is put into a working day when HR digital transformation goes well. When our mob worked with a major multinational bank to embed ServiceNow HR Service Delivery into the organisation, we replaced dozens of legacy […]

Is tech making people happy?

More than 50% of employees have experienced dissatisfaction at work due to missing or mismatched software. 25% of employees said that they’ve even considered leaving their jobs because of the software they’re using in the workplace. Double woah. Ok, so make that a triple woah! So what’s the problem? Well, here’s a major one… Clunky, chunky, […]

How focusing on GRC can give you peace of mind…

Business Change

Governance Risk and Compliance (GRC) is a term that has been around for a number of years.  In recent times Integrated Risk Management (IRM) has started being used interchangeably with GRC.  If you work in financial services, Operational Resilience has been introduced by those in the know as an outcome that brings multiple risk and […]

Rome Release: GRC – what’s in it for me?

The Rome release of ServiceNow has arrived and with it a host of new features across the platform. Today I’m going to review my favourite new features in the Governance, Risk and Compliance application suite which includes and an overhaul of the user interface, crisis mapping and a new portal. In this post, I’m going to discuss the highlights for customers and how they […]