The recent Optus Future of Business report made both interesting and agonising reading. Whilst it's always good to see the latest movements in the 'what's your favourite channel' rankings, it's painful to see how often the researchers miss the point.
In exciting news for us here at CEC this month Forrester released the first global report on Service Design; 'the most important design sub-specialty you've never heard of'. In the report The Customer Experience Company is identified as having the largest service design capability in Australia and New Zealand and third largest in APAC
The growth of our industry is driven by service designers’ unique ability to define the entire customer service ecosystem, from customer interactions, to behind-the-scenes activities and the systems and processes that support them. At The Customer Experience Company we achieve this using a blend of management consulting and human-centered design practices such as ethnographic (or observational) research, co-design and prototyping.
When I recently attended Oracle Open World one of the recurring discussions was the potential emergence of a new role at the CxO level in order to cope with the rapidly changing expectations and technology innovations that are becoming key to doing business in today's marketplace.
“Whilst there were other organisations that helped, we could not have done this without CEC.”