Fourth generation family business Fibre King attributes its extraordinary 250% sales growth in the last three years to their focus on identifying and developing low-risk innovations, and completely changing their sales conversion process.
[4 minute read]
Lachlan Austin headed to the Customer Connect 2021 conference at Doltone House in Sydney on 18 November. We asked him to find out the emerging problems CX Leaders were focused on solving right now. Here are 15 of them.
[4 minute read]
In this article, Sarah Daly asks: Are we gathering data in a way that we can leverage to create competitive advantage? Most companies believe data are an advantage, however a recent article in the Harvard Business Review suggests: “In most instances people grossly overestimate the advantage that data confers.” To help overcome this problem, she suggests 4 steps organisations could take to encourage innovating with data.
[5 x 20+ minute podcasts]
Keeping up to date with industry trends and thinking can fuel your own innovation approach. If you are behind a computer for most of the day, we highly recommend choosing a podcast that interests you, then head out for a walk with headphones on and enjoy the combination of learning and fresh air.
[5 minute read ]
Advanced technology is heralding significant changes for the health sector. Organisations that understand and harness this opportunity early are more likely to achieve the efficiencies offered while developing a patient experience that leads to better health outcomes. In this article CapFeather’s Anjali Jaiprakash, with Ross Crawford and Jonathan Roberts, outline how technology is changing the medical profession and the patient experience.
[3 minute read]
Vast amounts of time and money are spent by organisations seeking the perfect set of insights. In the process, these organisations both ignore the wealth of experience and insight that exists within the organisation, and often fail to move meaningfully beyond the research and design phase. A pragmatic approach to having ‘enough’ customer insight is the key to moving beyond the conceptual to create real value. In this article Cyrus Allen, CapFeather’s Managing Partner, presents a simple framework for determining where your organisation is and the most impactful steps to support CX innovation.
[5 minute read]
Julieanne Dimitrios discusses why it is time to expand the organisational focus to encompass everyone who contributes to delivering the right brand experience. She calls this WEX – or WorkForce Experience.
[5 minute read]
Purity Kimani is aiming to use her Lean CX expertise to improve the Kenyan plastic recycling ecosystem. She is one of the first cohort of students in the Lean CX Online Certification, which starts today.
[5 minute video, 3 minute read]
Dr Robert Dew describes how Lean CX, the advanced methodology that brings agile management together with customer experience to achieve real results. Find out more about the new Lean CX Online Course, which offers a practical framework and new thinking in an easy to use course design that will help your team deliver real impact, value and growth.
[7 minute read]
Olga Kokshagina gives us 3 practical tips to manage the problem of digital overload at work. She suggests changing digital overload requires radical reflection on the temptations of technology – including the belief that yet more technology will solve the problem.
[5 minute read / 1:13 podcast]
Michel Hogan discusses how trust turbo-charges your brand, turning it into a continuing accomplishment you can use to do more work so that value grows.
[2.5 minute video, 6 minute read]
Watch the video of Dr Robert Dew and Cyrus Allen in conversation on their newest book, Lean CX. They discuss: Why Lean CX and why now? Can you explain ‘cut through’ to us? Why is Lean CX important for executives to understand? What’s the difference between Lean UX and Lean CX?
[6 minute read]
Sarah Daly, a classically trained artist and innovation expert, describes the process behind the AI innovation inside her art practice, and opens up thinking on how more of us might start to use AI to innovate.
[4 minute read]
Marcus van Vugt discusses how futurist thinking developed, how executives might turn predictions into more useful, testable innovations, and why he has focused his career on delivering impact.
