HSBC has an internal team responsible for customer experience around the world.  50 people have to change the way 330,000 people work, improving things for more than 100 million customers.  A first priority in 2009 was to look innovatively at …

It’s not often you see a business stick its neck above the parapet to promise something, that by all accounts, is incredibly difficult to achieve. That’s what our client Marks & Spencer did recently with the launch of its new…