Global employee engagement fell to 20% in 2025 — down from 21% the year before, and the lowest it has been since 2020. Gallup puts the cost of that disengagement at around $10 trillion in lost productivity, roughly 9% of global GDP. That’s a difficult backdrop for anyone about…
Most organisations have an inclusion policy. Rather fewer could tell you what an inclusive leader actually does on a Tuesday afternoon. Fewer still could tell you what their diversity and inclusion training changed. That gap explains a lot. It explains why an organisation can have an excellent written commitment…
Ask ten organisations whether they’re customer centric and ten will say yes. Ask them what it means and you’ll get ten different answers, most of which describe a value on a wall rather than anything a customer would notice. It’s the gap that customer experience training exists to close….
How much thought do you give to the five senses when designing a great customer experience? Do you consider sight, sound, smell, touch, and taste? Each sense offers countless opportunities to engage and delight customers. In a previous blog post, we shared ten top tips for creating outstanding customer…
Where do your suppliers rank in your customer experience pecking order? Do they receive the same level of TLC as you shower upon those who purchase your products/services? Do you respond to their emails as promptly and politely as you would to an email sent to you by your…
Did you know that communication barriers can harm your relationships with friends, family and work colleagues? Relationship building relies heavily on communication, so you risk missing out on some significant chances to connect if you’re unaware of the dynamics at play. In fact, over 50 per cent of people…
If you want to deliver brilliant customer experiences, start by understanding what really matters to your customers. Matt Watkinson’s bestselling book The Ten Principles Behind Great Customer Experiences is a great place to begin. At Understood, we believe in turning great ideas into real-world impact. These ten principles underpin…
If you want to change your life, start by changing your behaviour. If you want to transform your organisation’s culture, focus on changing your employees’ behaviour. So how do you create the right conditions for the right behaviours to take root—and stick? In last month’s blog, we explored why…
Many professionals underestimate just how much time and expertise go into creating impactful training. At Understood, we specialise in high-quality, bespoke trainer development programmes, and we know from experience that effective learning design doesn’t happen overnight. “Investment in course design can add up to a great deal of time.”…
Organisations that elevate the human experience will be better positioned to create more meaningful connections, foster loyalty, and drive growth. – Deloitte Now more than ever, organisations must focus on human connection. In this time of turbulence and uncertainty, businesses need to rise to the challenge of meeting the…
