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Customer Experience

You’ve Found the Customer Painpoints. What Next?

A key step in our process is identifying customer painpoints with our customers. We are always talking about finding customer painpoints but, once you have done that, what next? During our innovation workshop, after we have agreed and listed all the customer's problems, there is…

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Why Customer Experience Matters

News flash: Customer Experience Matters. What does “Customer expectations are changing faster and faster” mean? Why does it matter to you? And why should you care? Here is the picture: you're a successful business. You know what your customers want and how to communicate with…

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2017 Customer 3.1 Summit | Hamish Nuttall

Customer Experience, Digital Experience, and Customer Analytics The 2017 Customer 3.1 Summit was filled with leading experts, real-world case studies and a surprise keynote guest to inspire you over 2 days of learning on three major areas all to do with tomorrow's empowered customers. Hamish…

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Disruption, Painpoints and Innovation: Why “Don’t make me think” is the key to reducing Risk

You’ve probably read that Amazon is coming to Australia next year. Amazon now represents 50% of e-commerce sales in the US. What may not be so obvious to us is the how ecommerce has wreaked havoc on American retail. The pace of change has accelerated…

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Be Lazy: Use Digital Transformation to connect Customer Pain Points to your Vision

"This is the 10th time I've had to do this. Surely we can automate it?" These words became something of a mantra at our startup. Naked Bus was growing at between 25-40% per year and we didn't want to keep adding staff, so we looked at…

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Do You Really Need an App? Ask Yourself Why First

Apps are #1 on the digital transformation wishlist, but unless you know why you're doing it, you may end up wasting your money. But the good news is that if the app addresses a real customer pain point, the benefits will keep coming. Here's what…

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