Byte Breakfast - Talking utility with 383 and Post Office

At this Byte we looked at the importance of utility in customer experience and what it takes to turn around a brand with more than 300 years of heritage.

Byte is our regular meet-up of people working in digital, innovation and customer experience where we talk product, strategy and changing customer behaviour.

We recently hosted another event from our increasingly popular Byte series, this time joined by the Head of CX, Brand and Innovation from the Post Office, Radha Davies. Continuing on the theme of Useful Brands, we discussed another two plays from our Useful Brands Playbook (which is out now if you want to grab your free copy!). This time we looked at the importance of periphery vision and the game changing products, services and ecosystems it helps build and how forming strategic partnerships can have a huge impact on the utility a brand offers its customers. Calling out real world examples of these plays in action, we looked at examples from Hilton Worldwide and Tesla as well as partnerships like Uber and Spotify. You check out the full talk below:

Rejuvenating the Post Office. Turning around a brand with more than 300 years of heritage.

As with every Byte, we invite a guest speaker to join us and share real world insights of these plays in action. For this Byte we welcomed Radha Davies, Head of CX, Brand and Innovation at the Post Office to talk about the challenges the Post Office has faced and how they’re reviving the brand around a new customer-centric strategy. Dogged for years by a reputation of a negative customer experience, the organisation is changing the public perception through a mix of cultural and strategic tactics. From an improved customer experience process in-branch, to a redesign of the physical space (their digital concept store in Kennington Park is pretty cool), the Post Office is leading the way in transformational change for one of the high street’s most iconic heritage brands.

We can’t bring you the specifics of what Radha talked about sadly, they’re top secret for “Byte eyes only”, but make sure you find out when our next Byte event is by dropping us a line and you won’t miss a beat.