In the past good security practices were low on an organisation’s list of priorities. Recent scandals and revelations concerning cyber-crime have made data security and privacy a top priority for governments and industry regulators. Companies that are slack with data security now face significant risks and repercussions. However, the opportunity also exists to turn data …
Do your customer journey maps truly represent your customer’s experience or your own assumptions on what your customer’s experience? For journey maps to be effective, brands need to deploy in depth qualitative techniques that offer true insight into the customer’s experience. Customer journey mapping has become a critical component in redesigning the customer experience. Yet, …
In terms of managing, sharing and accessing information and data via the Internet, blockchain delivers trust, transparency, as well as greater speed and efficiency. Famous for the rise of cryptocurrencies such as Bitcoing and Ripple, many predict that blockchain will have a more dramatic impact on the customer experience and revolutionise the way business is …
Cumulus 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 industry. …
The 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 need …
Technological 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 technology …
In 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 wide …
Mark 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 commitment …
Few 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 strategy …
The 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 departments …