A Digitised Analog Business?

When a business has an objective to lose paper-driven tasks, they are busy digitising their business — moving from analog to digital and driving efficiency. And in manufacturing businesses for example, this activity still makes sense and improves throughput and cuts...

Employees and benefit driving experience

I was intrigued to learn of exciting projects happening in the banking sector, focusing on employee engagement and experience. The reality that employees form the basis of customer experience is, of course, the drive behind the projects; however, to learn that big...

Small Business and digital technology

To be a small business is not easy. It often involves one person being the strategist, marketer, project coordinator and also deliverer. With the many direction in which the small business is being pulled, it is easy to overlook thoughtful consideration for digital...

Case Study: Experience Failure & The Root Cause

With the announcement from Apple confirming a problem with the batteries of their older model iPhones, comes the inevitable rush to take advantage of the replacement offer from the company.   A family member with a 6s model is one of the customers interested in...

An Evolution In Connected Consumer Experience?

I was reminded of the different ways that companies provide digital experiences when doing online banking for my mom and again when visiting the bank yesterday. Watching the customer service agent labour through several complex screens to order a new card for my...