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

New Ways of Working – a Breakfast Event Recap

New Ways of Working – a Breakfast Event Recap

By Imogen Moore

  We put the question, ‘How are leading organisations dealing with significant change?’ to three guest speakers from Westpac, Atlassian and NSW Department of Finance, Services and Innovation at the latest event in our breakfast series ‘New Ways of Working’. We heard the speakers discuss disruption, new business models, ecosystems, human centred design and digital … 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

Using IBM Watson AI to create personas

Using IBM Watson AI to create personas

By Chris Severn

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

Keeping employees engaged in the services industry

Keeping employees engaged in the services industry

By CEC

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 the … Read More

Digital experience, analog mindset?

Digital experience, analog mindset?

By Laurence Crew

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