Another Foundation Forum, another evening of meaty discourse in the grand surroundings of The Arts Club. This time, it was the world of digital that was up for dissection – “Digital is now mainstream; the revolution is over” – and, wooed by the promise of lively debate, a bumper crowd packed out the Dover Street venue to witness events unfold.

We love this example of how the apparently subtle act of changing a user interface button on a website from ‘Register’ to ‘Continue’ can result in breath-taking results. A lesson in the importance of understanding your customer and the nature of the relationship they want to have with you.

John Kay shows how businesses that focus on customer value (rather than profits) are often the most commercially successful. For most of its history, Toyota focused on customer value but recently shifted this ideology, ultimately resulting in the recall of 8 million cars.