NEW Journey Mapping Workshop: 1 Day Intensive (1-2min)
Develop your customer experience capabilities at these small group workshops in Sydney and Melbourne. Designed and led by Alex Allwood, you will learn how to undertake customer interviews and synthesize insights, empathy map to create personas and map an end-to-end customer journey to improve the design and delivery of touchpoints, products and services.
Aveo Punished for CX Failure (3-4min)
Retirement village operator Aveo is in the news this week for all the wrong reasons. Aveo Group’s share price fell 11per cent on Monday, even before a damning Four Corners report highlighted issues with the company’s business practices, internal culture and experience delivery.
World’s Most Influential CMOs 2017 (5-6min)
Forbes has just released The World’s Most Influential CMO’s 2017 report. The key shift in the role of the CMO identified by the report’s authors is “…the rise of the CMO as the owner of customer experience…” To find out who made the cut and why, click here.
Design Thinking for Business Problems (6-7min)
From the HuffPost this week, an interview with the head of Deloitte Consulting LLP’s innovation practice. Jeff Wordham believes organisations should take an ‘always on’ approach to human-centred design, whereby design thinking principles are applied to business problems rather than just product or service design.