CapFeather Edition — CapFeather Global

Customer Experience

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15 Problems CX Leaders Need to Solve in 2022

[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.

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15 Problems CX Leaders Need to Solve in 2022
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15 Problems CX Leaders Need to Solve in 2022

[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.

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[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.

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Is Data the New Competitive Advantage?

[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.

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Is Data the New Competitive Advantage?
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Is Data the New Competitive Advantage?

[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.

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[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.

Share
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Top 5 Podcasts from the CapFeather Team

[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.

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Top 5 Podcasts from the CapFeather Team
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Top 5 Podcasts from the CapFeather Team

[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.

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[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.

Share
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Why 'perfect insights' are getting in the way

[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.

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Why 'perfect insights' are getting in the way
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Why 'perfect insights' are getting in the way

[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.

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[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.

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Who’s at the ‘Pointy End’ of Customer Experience?

[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.

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Who’s at the ‘Pointy End’ of Customer Experience?
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Who’s at the ‘Pointy End’ of Customer Experience?

[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.

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[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.

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Can Lean CX Help Improve the Kenyan Plastic Recycling Ecosystem?

[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.

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Can Lean CX Help Improve the Kenyan Plastic Recycling Ecosystem?
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Can Lean CX Help Improve the Kenyan Plastic Recycling Ecosystem?

[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.

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[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.

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The New CX Method That Increases Value and Impact

[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.

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The New CX Method That Increases Value and Impact
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The New CX Method That Increases Value and Impact

[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.

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[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.

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A Conversation on Lean CX

[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?

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A Conversation on Lean CX
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A Conversation on Lean CX

[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?

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[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?

Share
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When Art, AI and Innovation Collide

[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.

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When Art, AI and Innovation Collide
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When Art, AI and Innovation Collide

[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.

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[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.

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The Call to Action from CX Leaders in 2021

[6 minute read]

The Lean CX Book Launches in Brisbane and Melbourne have provided customer strategy, innovation, transformation and change executives across sectors an opportunity to talk about the tide of change since COVID, and the shift in focus towards real customer impact.

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The Call to Action from CX Leaders in 2021
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The Call to Action from CX Leaders in 2021

[6 minute read]

The Lean CX Book Launches in Brisbane and Melbourne have provided customer strategy, innovation, transformation and change executives across sectors an opportunity to talk about the tide of change since COVID, and the shift in focus towards real customer impact.

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[6 minute read]

The Lean CX Book Launches in Brisbane and Melbourne have provided customer strategy, innovation, transformation and change executives across sectors an opportunity to talk about the tide of change since COVID, and the shift in focus towards real customer impact.

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Still rock and roll to me

[5 minute read]

Dr Robert Dew, author of Lean CX, reflects on some recent interactive customer experiences - and an iconic one from his youth - that tell us why engaging your audience at a deeper level can add real value.

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Still rock and roll to me
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Still rock and roll to me

[5 minute read]

Dr Robert Dew, author of Lean CX, reflects on some recent interactive customer experiences - and an iconic one from his youth - that tell us why engaging your audience at a deeper level can add real value.

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[5 minute read]

Dr Robert Dew, author of Lean CX, reflects on some recent interactive customer experiences - and an iconic one from his youth - that tell us why engaging your audience at a deeper level can add real value.

Share
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Love, Decency, Kindness [CX Leaders Aged Care Podcast]

[4 minute read + 56 minute podcast]

In this CX Leaders podcast episode, CEO Byron Cannon talks about founding, designing and running LDK Seniors Living. Two important differentiators are outlined: how the organisation achieves it’s values; and how LDK discovered and deliver what older people really wanted when they move into aged care.

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Love, Decency, Kindness [CX Leaders Aged Care Podcast]
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Love, Decency, Kindness [CX Leaders Aged Care Podcast]

[4 minute read + 56 minute podcast]

In this CX Leaders podcast episode, CEO Byron Cannon talks about founding, designing and running LDK Seniors Living. Two important differentiators are outlined: how the organisation achieves it’s values; and how LDK discovered and deliver what older people really wanted when they move into aged care.

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[4 minute read + 56 minute podcast]

In this CX Leaders podcast episode, CEO Byron Cannon talks about founding, designing and running LDK Seniors Living. Two important differentiators are outlined: how the organisation achieves it’s values; and how LDK discovered and deliver what older people really wanted when they move into aged care.

Share
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Lean CX: How to Differentiate at Low Cost and Least Risk [Introduction]

[20 minute read]

This article shares the introduction to Lean CX: How to Differentiate at Low Cost and Least Risk by Robert Dew, Bill Russell, Cyrus Allen and George Bej. Our thanks to De Gruyter Publishing for access to this chapter. The book is now available on Amazon to purchase.

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Lean CX: How to Differentiate at Low Cost and Least Risk [Introduction]
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Lean CX: How to Differentiate at Low Cost and Least Risk [Introduction]

[20 minute read]

This article shares the introduction to Lean CX: How to Differentiate at Low Cost and Least Risk by Robert Dew, Bill Russell, Cyrus Allen and George Bej. Our thanks to De Gruyter Publishing for access to this chapter. The book is now available on Amazon to purchase.

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[20 minute read]

This article shares the introduction to Lean CX: How to Differentiate at Low Cost and Least Risk by Robert Dew, Bill Russell, Cyrus Allen and George Bej. Our thanks to De Gruyter Publishing for access to this chapter. The book is now available on Amazon to purchase.

Share
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Going Dutch - Getting More for Less

[6.9 minute read]

Frugal innovation is uncommon in most large organisations. But it can create substantial cut-through without the need to invest large sums of capital. This article describes four CX innovations from the Netherlands that achieved great cut-through. And best of all, they were cheap!

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Going Dutch - Getting More for Less
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Going Dutch - Getting More for Less

[6.9 minute read]

Frugal innovation is uncommon in most large organisations. But it can create substantial cut-through without the need to invest large sums of capital. This article describes four CX innovations from the Netherlands that achieved great cut-through. And best of all, they were cheap!

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[6.9 minute read]

Frugal innovation is uncommon in most large organisations. But it can create substantial cut-through without the need to invest large sums of capital. This article describes four CX innovations from the Netherlands that achieved great cut-through. And best of all, they were cheap!

Share