How creativity and fun drives the success of Cumulus VFX

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Please shareCumulus VFX is a successful and fast growing visual effects studio, based in Byron Bay, that produces high quality visual effects for film, television and other visual media. Will Gammon, the CEO and founder, explains how creating a culture based on creativity, learning and having fun breeds successful innovation and productivity in a fiercely competitive …

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Why are Australian business leaders so ill prepared for digital transformation?

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Please shareThe leadership of most Australian business and government organisations lack the competencies to lead their organisations through digital transformation, according to Mark Toomey Executive Chair at Australia’s Digital Leadership Institute. This lack of skills may greatly affect the future competitiveness of the Australian economy. Digital transformation is touted as one of the most important issues that businesses …

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Customer Experience Technology Trends for 2018

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Please shareTechnological innovation and digital disruption are dramatically reshaping the way brands are interacting with customers. Terms such as AI, chatbots, machine learning, AR, VR and a host of others have emerged to refer to the different technologies organisations are using to improve the customer experience. We take a look at some of the key …

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Some great Aussie CX innovations may take the world by storm

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Please shareIn recent years a number of unique CX innovations have been produced in Australia. Almost all are being developed by small companies led by passionate entrepreneurs trying to solve a customer experience problem that has frustrated them for years. Our local innovations are impressive but many lack the necessary capital and marketing clout for …

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How Service NSW led the way to customer-centric government

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Please shareMark Atterby talks to Steve Griffin the architect behind Service NSW, by far the largest and most successful digital transformation / CX project in government. Steve explains how Service NSW overcame the challenges to create a one-stop-shop for government services. In March 2011 the O’Farrell Government was elected in NSW with a key election …

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Business leaders fail to own the customer experience

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Please shareFew organisations, according to a recent report from Altimeter, have a coherent method for aligning customer experience with business strategy. This misalignment is impacting the decisions and investments business leaders are making to improve the customer experience. It also limits their understanding of how CX can contribute to tangible business goals and the overall …

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Using customer data to drive actionable Insights – Part I

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Please shareThe insights gleaned from analysing customer data feeds the design process for creating better customer experiences. Most organisations realise the importance of these insights to improve customer loyalty, reduce costs and generate sales. Yet the challenge remains – how do brands turn the vast amounts of customer data they collect into actionable insights? Different …

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How the Internet of Things will revolutionise the customer experience.

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Please shareIn recent years we have seen the Internet of Things (IoT) move from the drawing board to become an emerging reality. It’s predicted IoT will radically redefine the relationship we have with the products we buy and the brands that make them. For brands,  It will be  about creating better customer experiences. Shortly, we …

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Can behavioural economics improve the customer experience?

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Please shareCustomers are fickle and unpredictable creatures. Their behaviour and purchasing decisions can be completely illogical. Designing customer interactions that delight and build brand loyalty may seem almost impossible. Behavioural economics, however, may offer a solution for companies struggling to understand their customers better. Behavioral economics studies the effects of psychological, social, cognitive, and emotional factors on the economic decisions of …

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What impact is digital disruption having on your business?

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Please shareBy Mark Atterby. Everyone is talking about digital disruption. But how much are traditional companies doing about it? And what will be its full impact? We’ve seen the rise of Uber and Airbnb to disrupt the taxi and travel industries. Who’s next? According to the Harvey Nash CIO survey 2016, Australian organisations are being …

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