Cedar Anderson, one of Australia’s greatest inventors and business innovators, talks about Flow Hive’s phenomenal success in revolutionising the worldwide beekeeping industry. Fundamental to that success has been Flow Hive’s commitment to doing the right thing and having a positive impact on the world. This commitment to doing business for a positive purpose, is one …
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 …
The term ‘customer experience’ is now ubiquitous and used in so many different contexts that it means everything yet nothing at the same time. The term has become useless in describing a particular thing, action, strategy, or whatever. Can this term that is being touted across every boardroom in Australia, be rescued from sinking into …
The emergence of AR (Augmented reality) promises to revolutionise the customer experience by offering immersive experiences for both consumers and employees. Many do question, however, what is the actual potential of this technology? And how can organisations implement it into their operations and for what purposes? Juniper Research predicts Augmented Reality (AR) will grow tenfold …
Almost all organisations say that their customers come first. In reality, most business processes and organisational structures are built around the management and operational needs of the organisation. Building a “customer first” culture is one of the top CX challenges facing organisations today. Yet many flounder when trying to make the necessary changes. When it …
The call to “Go digital” has been echoing in boardrooms across the globe. It’s a herald of momentous and ground shaking change with potentially far-reaching consequences. Disruption and innovation caused by the adoption of digital technologies has propelled some companies to meteoric success while contributing to the demise of others Organisations have always relied on …
To compete on customer experience organisations need to understand the type of experiences they are currently creating. To gain greater understanding of how customers view the experiences companies provide, Voice of the Customer (VoC) programs have become increasingly popular. Yet few organisations are able to use the insights gleaned to drive improvements. How many truly …
Margot Cairnes interviews entrepreneur and innovator Nick Curtis AM on how to create a vision for a business that inspires and motivates its people. Nick can be described as a “serial entrepreneur” and market disrupter, whose business interests bridge the divide between the old economy and the new digital economy. Nick’s joint interest in mining …
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 …