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 …
Recognising the need to provide more effective service to their members and customers, UniSuper has appointed Brendan Donoghue to head of customer experience. UniSuper is a $66 billion super fund …
Social media has played a pivotal role in shaping and redefining the customer experience. We’re all familiar with the mainstream juggernauts of Facebook and Twitter, but there’s a vast array …
Artificial Intelligence presents a new paradigm shift from the previous “mobile first” approach in Google’s design thinking. Every product that Google is developing or is releasing has A.I. embedded into it. …
In the coming days, the GDPR comes into effect in Europe. Worldwide it represents a significant recognition of the issues surrounding data security and its impact on the customer experience. …
Most business leaders and marketers aim to differentiate their brand from those of their competitors. It’s commonly viewed that differentiation is the key to success of the brand and its …
For most organisations, managing credit and debt collections can be a time consuming, costly and complex process.It’s viewed as a necessary but negative and thankless task. An experience that everyone …
Content, whether it’s written, visual, aural or interactive, underpins the customer experience. The challenges lie in the ability to deliver the right content at the right time to the right …
2018 is seeing Augmented Reality (AR) emerge into the mainstream market. The perception that AR is an expensive novelty has shifted. AR applications are now delivering real business value to …
In the past, humans were preferred over machines because there was a perception that humans were more accurate in their analysis of situations to make informed decisions. Fast-forward to 2018, …