The Pulse: Total Experience, Shadow AI and transformation challenges - February 2025
Your monthly dose of digital and business innovation?
This month at S&S, we're sharing fresh insights and perspectives from across Team Orange.
Inside this edition, we explore Total Experience (TX) as a holistic transformation approach, share Kevin Corne's analysis of the "Shadow AI" challenge and highlight key conversations from our recent TIDE community event and CEO gathering.
In the press, our experts offer perspectives on everything from workplace culture evolution to Heathrow's expansion and its potential impact on UK economic growth. Plus, meet our newest Team Orange members—Imogen Swaffer and Archie Cobb—who bring valuable expertise in client relationships and AI innovation.
Through our community events and industry gatherings, we continue to create spaces where meaningful collaboration happens naturally.
Enjoy!
Uncorking Total Experience (TX) - The future of experience
Our latest TIDE (Tech, Information & Digital Executives) community event brought together 20 technology and digital leaders at The Jolly Orange to explore Total Experience (TX)—a holistic approach that integrates customer, employee and digital experiences to drive meaningful transformation.
Over craft beer and fine wine, our discussions revealed several powerful insights:
?? Customer success starts from within: One company achieved the #1 position in customer satisfaction in their industry only after investing in employee experience first. This approach not only improved service but reduced employee attrition to record lows and transformed their entire culture.
?? Perfect isn't always better: A global airline discovered passengers on delayed flights with regular captain updates reported higher satisfaction than those on on-time flights without communication. The most loyal customers are often those who've had problems resolved exceptionally well.
?? Technology enables but doesn't solve: When a major insurer transformed their claims process to be fully digital, the success came from redesigning around both customer and employee needs—not the technology itself—reducing resolution time from weeks to days.
The evening's discussions highlighted that Total Experience isn't about perfection or technology alone, but creating authentic connections between employees and customers, supported by intelligent systems. As one participant noted: "Create the environment for people to do meaningful work and provide value... and they will thrive."
Is Total Experience the missing link in your digital transformation?
Following on from the event, our Client Principal Imogen Swaffer reveals insights about Total Experience (TX).
?? The employee-customer connection: Evidence shows customer experience doesn't improve without enhancing employee experience first. One energy company reached the top spot in their sector with this approach, achieving 100% system uptime and record-low attrition rates.
?? Service recovery as competitive advantage: The surprising insight that customers whose problems are resolved well often become more loyal than those who never experienced issues.
?? Balancing automation and human touch: Automated systems excel at proactive, simple tasks while human teams add value in complex, reactive scenarios, creating a more responsive customer journey.
?? Employee experience as the cornerstone: If EX is lacking, progress elsewhere becomes increasingly difficult—positioning it as the foundation for sustainable transformation.
For organisations struggling with disconnected transformation initiatives, TX offers a framework that recognises these elements as interconnected parts of a single system. Discover how this integrated approach is helping businesses achieve lasting success through more holistic, human-centred transformation.
The rise of AI in the workplace: A challenge of enablement vs. control
Our Chief Operating Officer Kevin Corne examines the urgent challenge of "Shadow AI" as employees increasingly adopt AI tools without formal approval, and what organisations must do to respond.
?? The rise of "smuggled" AI: With generative AI accelerating traditional Shadow IT challenges, employees are integrating AI tools into their workflows—often without organisational oversight—creating significant security and governance risks.
?? The data security dilemma: As AI-powered applications become embedded in everyday business tools through quiet updates to terms and conditions, organisations face critical choices between innovation and data protection.
?? A pivotal transformation: We're experiencing a shift potentially more transformative than the internet, where traditional hierarchies will evolve into cross-functional teams with Agentic AI as the norm.
?? The time to act is now: Organisations must urgently assess their AI readiness, define clear policies and create a strategic roadmap for responsible adoption or risk falling behind competitors.
The organisations that will thrive in this new landscape aren't those with the most advanced AI tools, but those that strategically balance innovation with robust governance while empowering their people to use AI responsibly and effectively.
Leadership insights: Highlights from our CEO Community reunion
Our recent CEO Community gathering offered leaders a confidential space to share experiences and insights on navigating today's business landscape. The evening revealed key themes across five areas:
?? Leadership resilience—both personal and organisational
?? Evolving talent dynamics and changing workforce expectations
?? Balancing technological advancement with human connection
?? Preserving culture while navigating transformation
?? Managing multi-generational workforces effectively
Leaders across sectors—from charity to manufacturing—shared strategies that highlighted the universal nature of leadership challenges regardless of industry. If you're interested in learning more about our CEO community, click here.
S&S in the Press: Expert views ??
Our team has been sharing insights on the latest developments in technology and business transformation. Here's what we've been talking about in the press this month.
Culture as strategy: The modern leadership imperative: Our CEO, Jason Byrne, explores how today's leaders must balance performance with people-first culture building. Drawing on Microsoft's transformation under Satya Nadella, Jason highlights how transparency, consistency and shared mission drive sustainable success. For leaders seeking to build environments where employees feel truly empowered to excel, he offers valuable insights while challenging the divide between "masculine" and "feminine" leadership energies, advocating for their integration to create resilient organisations.
Navigating uncertainty: How FMCG leaders can thrive in shifting global trade: Our Consulting Partner, Jacqueline Shakespeare, examines how food and drink businesses can build resilience amid Trump's second term trade policies. Drawing on examples from industry leaders, Jacqueline highlights how strategic approaches to supply chain management, localisation and AI adoption create opportunities even in volatile markets. She offers practical strategies for businesses looking to transform uncertainty into competitive advantage in an increasingly unpredictable global trade landscape.?
Connecting for growth: Heathrow expansion's national opportunity: Jason Byrne shares his perspective on how increasing Heathrow's capacity could fuel economic growth across the UK. He explains how this major infrastructure project would create thousands of jobs extending well beyond the South East, strengthening regional economies while reinforcing Britain's position in international commerce. Jason emphasises that balancing economic opportunity with sustainability will be crucial for long-term success.
Tech Talk & Business Buzz: The headlines ??
In this section of The Pulse, we bring you some of the month's biggest headlines and must-read stories from the worlds of technology and business.
AI transforms workforce dynamics: Study reveals 57% of AI usage augments rather than replaces human workers:?Anthropic's landmark research across four million interactions shows AI is reshaping professional workflows, with highest adoption in software development and writing. Mid-level professions experience the most significant AI integration, challenging traditional assumptions about technological displacement.
Tech and security: Apple drops end-to-end encryption for UK users: Apple has discontinued its Advanced Data Protection end-to-end encryption service for UK users rather than comply with government backdoor requests. Meanwhile, cryptocurrency exchange Bybit suffered a $1.4 billion heist, and the SEC has launched a new unit focused on combating digital fraud and protecting investors from emerging technology threats.
Young people not in work or education rise to 11-year high: Nearly one in seven aged 16-24 disconnected from employment and training. Official statistics reveal 987,000 young people were not in work, education, or training in late 2024, with mental health and systemic barriers cited as key challenges. Young men are more significantly impacted, with 14.4% of males compared to 12.3% of females classified as economically inactive or unemployed.
Meet the newest members of Team Orange – Imogen Swaffer & Archie Cobb!
Meet Imogen Swaffer, our Client Principal who embodies our value of "follow through" in everything she does. With a focus on nurturing client relationships and expanding our portfolio across industries, Imogen brings a relationship-first approach that builds the trust essential for successful transformation.
As the guardian of our TIDE community—200 technology and digital executives who regularly connect to share challenges and insights—Imogen creates spaces where meaningful collaboration happens naturally. Her belief in the power of strong, trusted networks extends beyond professional relationships into personal connections that enrich both work and life.
A passionate linguist who studied French and Russian at university and lived abroad in both countries, Imogen is now taking on Mandarin as her next challenge. When she's not strengthening client partnerships or hosting community events at The Jolly Orange, you'll find her cheering on Brighton & Hove Albion, playing tennis, hitting the gym or planning her next adventure—with Japan or China at the top of her travel wishlist following an inspiring trip to Cape Town.
Meet Archie Cobb, our Senior Consultant whose role bridges traditional consulting with transformative AI innovation. Archie is at the forefront of bringing our MissionHub.ai product to market, helping clients navigate their transformation journeys in this rapidly evolving artificial intelligence landscape.
With deep insight into the current AI market, Archie understands both the opportunities and challenges organisations face—from the mass adoption that employees predict will optimise 30% of their work within two years, to the emergence of agentic AI that transforms how we collaborate with intelligent systems. His passion lies in demystifying AI for C-suite leaders who are grappling with the unknowns of implementation, governance and safety.
When he's not helping clients optimise their AI value or refine their product operating models, Archie channels his energy into fitness, socialising and creative DIY projects—including building a van with a friend during lockdown for a Scottish adventure. A self-described foodie with a palate influenced by five formative years growing up in Barbados, Archie also explores London through unique challenges like his 60km run connecting all the Monopoly board locations across the city.
Thanks for reading. Until next time!
S&S ??