News
What we heard at the Future of Service Conference 2026
Operations and customer leaders spent a day at the Future of Service Conference 2026. Here is what they told us about demand, staffing and the limits of automation.
Our Thinking
What we learn on client work, written down while it is still useful. Our news covers the firm, the Lean Service Forum and our conference. Case studies show what changed for real organisations, with the names removed. White papers go deeper on one question, and the In brief notes fit a single idea on a page.
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Case study
Understanding the customer journey at a mutual insurer
A mutual insurer wanted to know why its customers kept calling back. We walked the claims journey with them and redesigned the steps that caused most repeat contact.
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White paper
How to make regulation work for you
Most service firms treat regulation as a cost to contain. This paper argues that outcome-based rules give operations leaders a strong case for simpler processes and less rework.
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In brief
Start with demand, not capacity
Most operations plan for the staff they have. Plan instead for the demand that arrives, and you will often find you need less capacity than you thought.
Latest news
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What we heard at the Future of Service Conference 2026
News
Published
Operations and customer leaders spent a day at the Future of Service Conference 2026. Here is what they told us about demand, staffing and the limits of automation.
Read full article: What we heard at the Future of Service Conference 2026 -
Halveron opens a service academy for public-sector leaders
News
Published
A ten-month programme for managers who run public services, built around a live improvement project in each delegate's own organisation. The first cohort starts in January 2027.
Read full article: Halveron opens a service academy for public-sector leaders -
Our 2026 contact-centre demand report
News
Published
We analysed 18.4 million customer contacts across 31 UK organisations. Contact volumes are falling slightly, but each contact is harder, and digital channels are absorbing demand rather than removing it.
Read full article: Our 2026 contact-centre demand report
In brief
View all In brief notes-
Start with demand, not capacity
In brief
Published
Most operations plan for the staff they have. Plan instead for the demand that arrives, and you will often find you need less capacity than you thought.
Read full article: Start with demand, not capacity -
Failure demand on one page
In brief
Published
Failure demand is the work customers create when we fail to do something, or do it wrong. In most service operations it is a large cost, and a controllable one.
Read full article: Failure demand on one page -
Coaching hybrid operations teams
In brief
Published
When half the team works from home, team leaders lose the quick desk-side conversations that did most of their coaching. Here is how to put them back.
Read full article: Coaching hybrid operations teams
White papers
View all white papers-
How to make regulation work for you
White paper
Published
Most service firms treat regulation as a cost to contain. This paper argues that outcome-based rules give operations leaders a strong case for simpler processes and less rework.
Download white paper: How to make regulation work for you -
Sector review: technology in travel operations
White paper
Published
Our sector review asks where automation, self-service and better data have helped travel operators, and where they simply moved the work somewhere else.
Download white paper: Sector review: technology in travel operations
