| 5 Ways to Co-Create With Customers (1-2min) Instead of seeing customers as simply the end users of a product or service, this article argues that organisations need to invite their customers to help co-create the experiences they want and suggests five ways to achieve better results from the process. |
| Transforming the Digital Service Experience (1-2min) In this CMO interview, Peter Buckmaster, head of digital experience design for the NSW Department of Education shares his experience of creating a customer-first approach to how students, parents and teachers engage with the Department through digital channels. |
| Innovation Idea from Amazon (1min) If you’re looking for ways to motivate, engage and empower employees and optimise your customer-centric innovation efforts, then Amazon executive John Rossman recommends creating a “future press release” to provide inspiration. |
| Welcome to a Customer Experience Nightmare (1-2min) We’ve all had the not-so-helpful help desk experience and as this customer writes of a recent ‘support’ chat it could either make you laugh or cry. |