Ken Rogoff’s recent op-ed laments the glacial pace in which universities worldwide are changing, quickly falling behind global developments in technology and artificial intelligence to deliver a stagnant and ‘boring’ learning experience. If universities are seen to be leading innovation through research, why is there such a large gap between the groundbreaking findings of academics … Read More
Customer personas have been around for many years, as a useful design tool to understand customers and create better experiences. They typically rely on a body of customer research, and on having skilled designers capable of identifying the patterns and traits which are most meaningful to the situation at hand. So can we create a … Read More
Last week, we ran another of our regular CEC Breakfast event series. Steven Issa, Director Service Centres of Service NSW, presented to our early morning guests. Steven shared the exceptional customer experience journey that Service NSW has gone through, which started in 2013 with a Voice of the Customer survey. Steven elaborated on how … Read More
Recently we worked with a company that was in the thick of disruption. It was so affected that only 42% of employees thought the company was in a position for success in the next three years. Less than half of the company (49%) saw themselves working there in the next 2 years, and although … Read More
It is easy to recognise a great digital experience, but the rules for success extend beyond the user interface. The implications of digital transformation reach deeply across business models, products and processes. When it comes to digitising your product or service, how can you ensure the experience lives up to the potential of the medium? … Read More
CEC recently hosted the Design as a Strategy Forum at our Sydney Design CentreI had the pleasure of welcoming participants to our venue and I spoke about true innovation being not just something new for it’s own sake – but a better way of solving a problem. The big innovation stories today are coming from … Read More
We’ve all heard the headlines. The population is ageing; the ‘silver tsunami’ is on its way. The demographic view of ageing paints a compelling picture. But how well do we really know the ‘new ageing’? Taking a generational view, we know that older Australians of the future will have a very different set of expectations … Read More
CEC has made a condensed version of our full VoC maturity assessment tool available on our website. Why? Because 2 of 3 Voice of Customer (VoC) programs fail to deliver on their desired objectives We now all know that organisations with a great customer experience continue to outperform their counterparts, on both revenues and efficiency. … Read More
Can you redesign healthcare in five days? At CEC, we’re passionate about healthcare. Whilst we know that Australia’s system is one of the best in the world, we recognise that a number of challenges stand in its way for providing effective, timely, coordinated healthcare. In order to challenge ourselves, develop our skills and continue exploring … Read More
The future of business is digital. Threats to incumbent businesses in every sector are digital. Corporate investment and executive focus is about digital. All these statements are true and we’d be foolish to pretend otherwise, so is this ABC news story about chatbot dissatisfaction just a reactionary complaint against inevitable change? I believe not – … Read More
