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Empowering Customers with Better Self-Service Options
Picture your morning commute to work. You clock in through the ticket barriers with your debit card. You pour yourself a latte on the coffee machine…
 • 
Daniel Westlake
Inclusive Pronouns - a discussion
Respect for user preferences and privacy
 • 
Anna Westlake
, 
Bethan Vincent
, 
Jen Harrison
, and 
Sean Drury
The Power of Employee Empowerment in Continuous Improvement
It all began with coffee beans. One morning, a member of our team headed to their local supermarket to pick up a meal deal. Two out of three items down…
 • 
Daniel Westlake
From Frustration to Satisfaction: Tips for Enhancing Digital Cancellations and Renewals in Membership Organisations
In a landmark case in July 2022, Amazon had to agree to simplify its processes for cancelling Amazon Prime. As any marketer will tell you, good customer…
 • 
Daniel Westlake
Creating accessible content for neurodiverse audiences
Reaching the overlooked
 • 
Daniel Westlake
Data capture and accessibility
The big considerations for virtual, hybrid and in-person events in 2023
 • 
Daniel Westlake
Customisation rather than personalisation
How to break users out of echo chambers
 • 
Daniel Westlake
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Cursor Curated
Where technology meets the crowd. A newsletter for leaders building the future of membership, not-for-profit and education

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