The portal problem
The Customer Portal Paradox: More Investment. More Complexity. Still Not Working.
Why additional portal investment can increase complexity without improving the customer’s ability to finish a job.
Read articleInsights
A better question about self-service.
Practical thinking on the cost of portals, the limits of predefined journeys and what it takes to deliver useful customer outcomes.
The editorial collection
Ideas for a different approach.
A different approach
Why Are We Still Designing Customer Journeys?
Where predefined journeys help, where they become a burden, and how customer jobs offer a more adaptable starting point.
Read articleEconomics of self-service
The Hidden Cost of Maintaining Customer Portals
A practical framework for finding the full cost of portal ownership, from licensing and integration to operational workarounds.
Read articleConnected services
Two Customer Portals. One Customer. An Expensive Integration Problem.
Why portal consolidation is more than merging screens, and how to evaluate a shared service experience across existing systems.
Read articleMeasuring outcomes
When Self-Service Doesn’t Actually Reduce Service Costs
Why digital activity can rise while manual work remains, and what to measure to establish whether self-service is resolving requests.
Read articleA practical guide
Before You Rebuild Your Customer Portal, Ask These Seven Questions
Seven questions to establish what a portal replacement should solve, what it will cost and how to prove an alternative first.
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