Performance management

• Benefits and risks of automating customer service

  Automation is taking over customer service. What do organisations need to know to prepare?

• ERM's links to financial performance

  Enterprise risk management can play a role in avoiding share price volatility and improving cost and strategy initiatives.

• A better way to assess impact on vital capitals

  The co-author of a book on organisational performance shares insights into the thinking behind a tool called the MultiCapital Scorecard.

• New tech tools help build customer loyalty

  Customer experience tools shape interaction with a company and inform consumer opinion about a company’s branding, pricing, product, and customer service.

• 10 elements of a successful corporate accelerator

  Several common elements endure with successful corporate accelerators. Here are a few.

• Using tech to get the customer experience right

  Consumers expect a relatively fast, seamless buying experience. Companies say they understand this, but they can be more responsive, a survey shows.

• Managing trust in business

  Gillian Lees, senior director of governance and risk research at the Association of International Certified Professional Accountants, discusses steps that businesses can take to build trust over the long term.

• Centralising services: The bigger picture

  Establishing an accounting centre resulted in cost savings and more.

• Thinking like a turnaround CFO

  CFOs specialising in turnarounds share their stories of putting struggling companies back on track.

• 5 questions that can drive cost transformation

  Lessons from Royal Mail show how finance can help find and implement savings.

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