Service on the seas: a service design experiment for cruise ships

A service design experiment for cruise ships – our team spent some time imagining how connected technologies, improved data practices and a sharp focus on customer needs can radically improve the service experience for cruise passengers.

Silvia Novak

6 minute read

A roundtable on funding for digital in financial services organisations

In late September we hosted a roundtable with guests from 8 financial organisations on how digital budget evolves - and the triggers that drive periods of transition.

Alex Wright

4 minute read

A roundtable on patient utility; points of discussion

Friday hosted a discussion about how the different - often isolated - actors in the health landscape might work closer together in order to deliver outcomes that are truly useful to patients.

Elly Aylwin-Foster

4 minute read

Digital is the anchor channel in service relationships

Digital is the foundation for all customer experience improvements, because it is the only place where the single up-to-date view of the customer can come together.

Alex Wright

4 minute read

Redesigning our benefits

We redesigned Friday's benefits package, by asking the team what's important. Then at the start of June, we introduced reduced summer working hours. Head of Delivery, Stacey Clegg, wrote about how we did it, and what the effects have been like.

Stacey Clegg

3 minute read

Why the pharmaceutical industry should invest in Target Patient Experiences to succeed

Where is the pressure coming from for Pharma companies – and how is this impacting on their need to create patient-driven digital experiences?

Elly Aylwin-Foster

2 minute read

One Love, three days: how British Red Cross handled digital donations from a live event

At Friday, we pride ourselves on building digital services that perform at scale. The donations platform we built for British Red Cross is no exception, and was put to the ultimate test after the tragic Manchester bombings.

Chris Walker

4 minute read

Fintech won’t kill established financial institutions, but it will change them

The popular narrative — that agile, digitally native fintechs are unseating the old guard — is feeling a little outdated. So what’s really going on?

Alex Wright

3 minute read