Thought Leadership

Disintermediation: winning the battle for the customer relationship


I’ve worked on lots of projects on disintermediation recently. It seems like a simple concept: the removal of the intermediary, often a retailer, broker or reseller. This leads to providers selling directly to customers. However, I’ve seen things work out differently, with broader scrambles for the customer relationship breaking out. I’ve summarised the most common scenarios below, and thoughts…

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Zhong An: 4 reasons their approach could reshape the insurance industry

The world of InsurTech is full of innovative companies meeting consumer needs in fresh ways. We can all agree that many of these start-ups have some brilliant ideas – Cuvva is targeting the on-demand niche, Ladder is rehabilitating life insurance for millennials, and Lemonade has a revolutionary approach to claims. However, each of these currently…

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How to make a flatter organisational structure work

Businesses traditionally tend to have a hierarchical management system. However, more and more businesses have abandoned this structure and have adopted alternative systems with fewer managers. These “flatter” company structures are shaking up traditionally organised workplaces but there are conflicting reports around their success. Whilst some have been successful, even industry leaders, many have failed…

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What will this year hold for Black Friday?

The countdown to Black Friday has well and truly started, but what can we learn from last year and what might happen this year? Black Friday is now the biggest shopping day in the UK: last year £2bn was spent in shops and online in just a 24-hour period. In 2015 footfall in stores fell…

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Connected Homes: Why the market will take off

There’s an elephant in the (as yet unconnected) room: are connected homes technologies actually useless?  Do customers in any way want or need them?  It’s become almost impossible in some workplaces to say-nay about technology, and question it as being anything other than amazing.  But this isn’t always the case – sometimes life’s better simple….

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