What is the future of universities?

What is the future of universities?

By Annabel, Karla and Shane

What is the future of university? With the rise of digital learning, will there be a need for physical campuses? What will campuses look like? What do emerging technologies mean for universities? The future of Australian universities is a key interest area for CEC. Facing disruption from online educational resources such as MOOC’s and vocational … Read More

Product Obsession is killing the customer experience

Product Obsession is killing the customer experience

By Sean Lurie

Only 20% of product features are always or often used, leaving 80% of product features are seldom or never used. This has been called “the biggest waste in software development”. [1] When delivering digital products, it’s easy to get so caught up with shipping features, you may forget why you’re developing them in the first … Read More

15 books for 15 years – a look into CEC’s library

15 books for 15 years – a look into CEC’s library

By Raj Mendes

  For those of you that know me, I read a lot, so I thought I’d share some of what has inspired me over the years. A number of authors I’m about to quote have contributed in some way shape or form to the way I’ve held conversations, managed relationships, built successful teams, and succeeded … Read More

15 years on

15 years on

By Raj Mendes

The Customer Experience Company (CEC) will officially be 15 years old in September, 2018. It’s been an amazing journey born out of the idea that if organisations were to focus on humans and their unarticulated needs, they would emerge as leaders and gain competitive advantage. This would be enduring – no matter what changed in the … Read More

Time, Trauma and Personas

Time, Trauma and Personas

By Jenny D

  Nowadays, Personas are a familiar and widely used design tool. Their popularity is rooted in their ability to build empathy by highlighting the ‘why’ behind peoples’ behaviours. Practitioners who think about the needs of a fictional persona are better able to infer what a real person might need. Personas also help prevent ‘self-referential design’ … Read More

Emotional intelligence in teams

Emotional intelligence in teams

By Karla Samuels

  Employees are looking for more from their place of work than just a company’s reputation or a big paycheck. What distinguishes workplaces and makes them more desirable is the culture instilled in everyday practices which address not only the physical needs but the emotional needs of employees. But everyone has a role to play, … Read More

Why Australian universities lagging behind on student experience

Why Australian universities lagging behind on student experience

By CEC

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