What can an agency bring to your internal design challenges?

What can an agency bring to your internal design challenges?

By Sean Lurie

We often see companies that want the best of both worlds – they want innovation strategy, but they also want a roadmap to success, mapping out every step from inception to design and delivery. It could be said that uncovering new opportunities for growth and innovation isn’t even the hardest part, it’s finding the level … Read More

No time to save time

No time to save time

By Jake Blecher

Not having the time to find a more efficient way to do something is something of a paradox, but it’s also a pretty common problem. Innovation nearly always shows up on the list of core values for a company, but just as often it fails to live up to its promise – people feel they … Read More

Compliance vs. Reputation

Compliance vs. Reputation

By Sean Lurie

Harness the power of reputation Compliance is “the action or fact of complying with a wish or command” and is an inherently reactive process. Corporate landscapes are changing, and the need to properly listen to the voice of your customer is more important than ever. Intrinsically motivating your employees is the most effective way of … Read More

Are prisoners customers?

Are prisoners customers?

By Jake Blecher

It might seem strange to think of prisoners as customers, but if you consider that taxpayers pay for prisons, that makes us and prisoners recipients of a service we all pay for to varying extents. The difference between incarcerated and free citizens is that those in prison use different parts of the corrections services for … Read More

Transforming the patient experience

Transforming the patient experience

By CEC

Can customer experience save lives? In the current age of customer experience, is quality healthcare enough? Over the last two weeks in Sydney and Melbourne we had three healthcare leaders come together and speak at a breakfast event to discuss their viewpoints and how their organisations are responding to a rapidly changing marketplace. Aimee Defries … Read More

NPS Leaders: How to be the best

NPS Leaders: How to be the best

By CEC

In the first of our 2017 breakfast series, we hosted David Tudehope, CEO of Macquarie Telecom (Sydney and Melbourne) and Andrew Smith, Director of Customer Strategy & Design (Melbourne). Macquarie Telecom Group has achieved the highest corporate Net Promoter Score (NPS) in Australia, over +60. David told the story of their transformation and share his … Read More

Fix the share economy

Fix the share economy

By Jake Blecher

From our previous blog, “The Not Sharing Economy”, we covered the issues with the share economy. How will the share economy address these issues? One option is to entirely disavow themselves of the problem, simply providing a platform and letting people make their own decisions. Do people have the right to choose who they share … Read More

Happy holidays from the team at CEC

Happy holidays from the team at CEC

By CEC

Thank you for being a part of an outstanding 2016, we can’t wait to see what great experiences are in store for the new year. We would like to wish you a safe and wonderful holiday. Our office will be closed December 23 – January 3. See you in the new year!

How are companies responding to customer experience?

How are companies responding to customer experience?

By Emily White

In a recent blog, we covered insights CEC co-founder Chris Severn presented to Mirvac Property Group on why customer experience has changed. Below we look at how companies are responding to these changes. Make the jump Many companies claim they have mastered CX when they have only reached the tip of the iceberg. 58% of … Read More