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How to Improve Customer Experience

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Design Courses

If you are looking for a simple way to deepen or broaden your design skills across service design and design thinking, UX, and UI, then I would highly recommend the Interaction Design Foundation courses. They would also be great for anyone who wants to know more about...

Why Service Design Is So Relevant

Service design is a core skill of any successful business. This might seem a surprising statement, but put it another way it will actually seem pretty obvious. That is, to be successful a business must know who its target customers are, what value it is delivering,...

How To Build A Successful Innovation Function

Digital and innovation are getting lots of attention from public servants for good reason. Public servants work within structures and institutions that were designed years or decades or even longer ago, and which have often not evolved as the world around...

What If We Innovate Public Services

This post first appeared on Criterion Conferences blog: What if public services were available and delivered where and when you needed them? What if some longstanding and complex public policy problems were able to be reduced or even solved? What if far fewer people...

Customer Service or Hostage Situation?

There is an odd wrinkle in the digital era which is that companies continue to offer customer service like a kind of hostage situation where they won’t take action unless you, the customer, sit and watch while it happens.  I have just spent 40 minutes in a live chat...

Four Stages Of Digital Maturity

For most existing organisations, a key question is how to approach the digital opportunity and where to start. There are four stages in the progression from industrial to digital. The first stage is Digital Denial. The organisation either ignores digital...

When Service Design Meets Customer Experience

What is service design? What is customer experience? And are they the same or different? The answer is that they are different but closely connected. Service Design is focused on overall value delivery: What is the 'job' are you doing for your customers? Who are the...

Business Strategy vs Digital Strategy

Business strategy considers three core questions - where to play, how to win, and what is our business model. While digital strategy does not change the questions, it can generate quite different answers. This is becoming apparent in the next...

Disrupting Financial Services

Digital technology and business models are widely expected to disrupt financial services, although this hasn’t yet happened even after two phases of digital innovation. In fact the real opportunity for disruption is to reinvent what the ‘service’ in...

Two Problems With Core Banking Projects

The big deal in IT for Australian banks is core banking. ‘Core banking’ is shorthand for replacing old product systems with more modern and flexible versions. Most Australian banks are doing this - CBA spent $2bn over five years - but the ones who reap the benefits...

Five New Digital Business Models

The digital, online, internet, social, mobile revolution is steadily changing what we buy, how we buy, and what role we play as consumers. In the topsy-turvy world of digital business models, consumers become suppliers, products are given away for free, and big money...

Did Big Data Just Win The America’s Cup?

The astounding comeback by Oracle USA to win the 34th America’s Cup against Etihad Team New Zealand last week has created an intriguing mystery. Oracle emerged from 8-1 down in a first-to-nine-points competition, to win 9-8. Since then, media and online forums have...