A client was recently obsessed with the idea of delivering a “frictionless” service. They were a start-up in an exciting (and therefore fast-moving) technology domain. As well as having a great product, they had to move fast and acquire customers quickly. Their investors were very keen on the idea of a “frictionless” installation and first use experience in order to capture every one of the customers that tried their product.
According to a recent report, 66% of all technology transformation projects fail. To put this another way, $6.2tn is ploughed into failed technology projects every year. This makes depressing reading for any organisation about to invest in a technology project, but it highlights a trend that has been emerging for some time.
The Customer Experience Company (CEC) and The Oceans Group co-hosted a breakfast networking event last Friday morning (30 May) on the topic of digital transformation.
- We are expanding our Digital and Mobility team.
- Large, enterprise clients with challenging and highly visible projects.
- Opportunity to broaden your skills into Service Design (CX) and Consulting.
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.
“Whilst there were other organisations that helped, we could not have done this without CEC.”