Articles

Research customers, understand sectors, design businesses

Livework seeks to understand where organisations are struggling to serve customers and investigate how services can make a positive difference to both. Our work with clients and partners as well as our ongoing research allow us to understand the dynamics of customer experiences and imagine appropriate interventions. This enables us to come up with services that impact organisations and design solutions that deliver value.

Articles

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Know what customers value
Customer Relationships

Know what customers value

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Unified transport experiences for smooth journeys
Customer Behaviour

Unified transport experiences for smooth journeys

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It's not about the app
Customer Impact

It's not about the app

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Digital opportunities require customer understanding
Service Transformation

Digital opportunities require customer understanding

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Selling service as a sustainability strategy
Service Design

Selling service as a sustainability strategy

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Servicing the sale
Service Transformation

Servicing the sale

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Connect the agencies and build relationships
Service Transformation

Connect the agencies and build relationships

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Collaboration improves quality of public services
Service Design

Collaboration improves quality of public services

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Navigate the state
Service Design

Navigate the state

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Digital government service: the fragmented experience
Service Transformation

Digital government service: the fragmented experience

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Getting customers hooked on your digital content
Customer Impact

Getting customers hooked on your digital content

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Build relationships to connect to the audience
Customer Relationships

Build relationships to connect to the audience

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Experience drives value and loyalty
Customer Relationships

Experience drives value and loyalty

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Technology + Service delivers value
Innovation

Technology + Service delivers value

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Involve customers in the manufacturing process
Outside-in Perspective

Involve customers in the manufacturing process

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IT provides a service to the business
Outside-in Perspective

IT provides a service to the business

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Measure business performance in the customers' context
Customer Behaviour

Measure business performance in the customers' context

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Control, flexibility, speed and costs
Innovation

Control, flexibility, speed and costs

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Services make the difference
Service Design

Services make the difference

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One step ahead of the customer
Customer Relationships

One step ahead of the customer

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Trust is a fragile thing
Customer Impact

Trust is a fragile thing

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The journey begins long before departure
Customer Lifecycles

The journey begins long before departure

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Back to basics with guests and customers
Customer Lifecycles

Back to basics with guests and customers

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Integrate healthcare around people
Service Design

Integrate healthcare around people

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Welfare beyond technology
Technology Impact

Welfare beyond technology

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The efficiently human hospital
Customer Impact

The efficiently human hospital

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Consumers' payment confusion
Service Transformation

Consumers' payment confusion

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Customer experience, the key to future business
Customer Impact

Customer experience, the key to future business

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Connect to something bigger
Digital Relationships

Connect to something bigger

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Home maintenance 2.0
Customer Relationships

Home maintenance 2.0

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The (non) experience of energy customers
Customer Lifecycles

The (non) experience of energy customers

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Services beyond servicing
Service Design

Services beyond servicing

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Service the car, serve the customers
Customer Relationships

Service the car, serve the customers

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Learn from real life pilots
Innovation

Learn from real life pilots

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Measure customer experience not channel performance
Customer Relationships

Measure customer experience not channel performance

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Services add value to products
Service Design

Services add value to products

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Services get you closer to your customers
Service Design

Services get you closer to your customers

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Work with the customers you know
Outside-in Perspective

Work with the customers you know

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Be relevant for your customers
Outside-in Perspective

Be relevant for your customers

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Behaviourial insights are a gold mine for your business
Customer Behaviour

Behaviourial insights are a gold mine for your business

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Surprise with the expected
Customer Impact

Surprise with the expected

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People feel first and think later
Customer Behaviour

People feel first and think later

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Follow customers across silos
Digital Relationships

Follow customers across silos

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Service marketing means action
Omni Channel

Service marketing means action

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Aligning the business with customers
Customer Impact

Aligning the business with customers

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Identify customer and business hotspots
Customer Impact

Identify customer and business hotspots

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Online, powered by call centres
Customer Relationships

Online, powered by call centres

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Customer data is not customer knowledge
Customer Impact

Customer data is not customer knowledge

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Digital customer confusion and indecision
Digital Relationships

Digital customer confusion and indecision

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Don't fear customers' reality
Service Design

Don't fear customers' reality

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From customer experience to competitive advantage
Customer Impact

From customer experience to competitive advantage

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Experience the outside world
Customer Lifecycles

Experience the outside world

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Know the actors and factors in your customers’ world
Outside-in Perspective

Know the actors and factors in your customers’ world

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The equity of services
Digital Relationships

The equity of services

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Build creative stamina
Service Design

Build creative stamina

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Your service is  your brand
Service Strategy

Your service is your brand

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From service recovery to problem prevention
Customer Relationships

From service recovery to problem prevention

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Service design brings people  out of the trenches
Service Design

Service design brings people out of the trenches

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Engage staff early to build on their know-how
Outside-in Perspective

Engage staff early to build on their know-how

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Service principles guide customer experience
Service Strategy

Service principles guide customer experience

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The power of measuring customers’ experience
Customer Impact

The power of measuring customers’ experience

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Customer experience and the business case
Outside-in Perspective

Customer experience and the business case

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Make it work and make them want it
Innovation

Make it work and make them want it

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Customer impact through services
Customer Impact

Customer impact through services

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The telecoms  customer lifecycle
Customer Lifecycles

The telecoms customer lifecycle

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Customer loyalty: expensive to buy, easy to lose
Customer Relationships

Customer loyalty: expensive to buy, easy to lose

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The architecture behind customer experience
Service Design

The architecture behind customer experience

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CRM systems that work for customers
Customer Impact

CRM systems that work for customers

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The digital customer relationship in financial service
Service Design

The digital customer relationship in financial service

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Psychology of customer  defection in a digital world
Digital Relationships

Psychology of customer defection in a digital world

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Understanding and owning the customer ecosystem
Outside-in Perspective

Understanding and owning the customer ecosystem

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Make something that people want
Service Transformation

Make something that people want

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Organisations pursue the complete solution
Service Strategy

Organisations pursue the complete solution

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Digital maturity is the essential capability for every organisation
Service Transformation

Digital maturity is the essential capability for every organisation

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More sales through better service
Service Transformation

More sales through better service

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Better service communication helps customers and the business
Digital Relationships

Better service communication helps customers and the business

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Drivers and challenges in going digital
Digital Relationships

Drivers and challenges in going digital

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Customer experience architecture
Customer Impact

Customer experience architecture

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B2B customers are in more control than ever before
Customer Impact

B2B customers are in more control than ever before

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User inspired services in the building sector
Customer Impact

User inspired services in the building sector

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Becoming relevant in financial services
Customer Impact

Becoming relevant in financial services

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