Design Thinking

Customer Experience Management

Coronavirus Australia app diverse customer experience focus

The Federal Government's recently released official Coronavirus Australia app utilised human-centred design principles to ensure it could satisfy a diverse customer experience, according to Delv, the Canberra-based technology outfit that created it.

Strategy

How SAP is building engagement through co-creation

The enterprise software industry emerged in the 1990s as an attempt to bring standardisation to business processes and fast-track outcomes for clients. But in an era where personalisation of experiences is now critical, software makers are having to rethink how to bring flexibility back into these products.

Digital Marketing

Predictions: 9 digital marketing trends for 2019

If there's one thing about marketing that can be said to be constant, it's that it always changes. With new technologies, such as voice, AI, machine learning, virtual reality, augmented reality, natural language processing and facial recognition, about to become mainstream, it can feel as marketers, that we are always chasing our tails.

Strategy

Why this design leader doesn't mind if he's with the CIO or CMO

For many organisations, the emergence of digital channels necessitated creation of an entirely new business function to support them. A key question then is where to house that function – within marketing, IT, operations, customer, or someplace else?

Leadership

Why you need to design CX change, not just do it

Too many organisations are “doing” before “designing” when it comes to digital and customer transformation, and not going deep enough into insights analysis and cultural change.

Leadership

Why design and human-centred design thinking is so important to IBM

Design thinking began in the realm of design, academia and startups. But it’s increasingly gaining favour in the corporate world as a tool and methodology for designing business processes, products and services, problem identification and problem solving and ensuring a more human and customer-centric approach.

Digital Marketing

Design thinking: Leading with experience

​Marketers spend a lot of their time convincing people to buy their organisation’s products and services. But what if those same products and services were so well designed, they simply sold themselves?

Leadership

How this startup is using design thinking to tackle Uber

When you are battling a competitor valued at US$62.5 billion, any edge you gain may prove crucial in securing your position. Such is the situation for Sydney-based taxi booking service, Ingogo, which is tapping design thinking in order to compete in the broader point-to-point transportation market against US-based behemoth, Uber.

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Great e-commerce article!

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CMO’s State of CX Leadership 2022 report finds the CX striving to align to business outcomes

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The Lottery Office CEO details journey into next-gen cross-channel campaign orchestration

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The Lottery Office CEO details journey into next-gen cross-channel campaign orchestration

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Blog Posts

Marketing prowess versus the enigma of the metaverse

Flash back to the classic film, Willy Wonka and the Chocolate Factory. Television-obsessed Mike insists on becoming the first person to be ‘sent by Wonkavision’, dematerialising on one end, pixel by pixel, and materialising in another space. His cinematic dreams are realised thanks to rash decisions as he is shrunken down to fit the digital universe, followed by a trip to the taffy puller to return to normal size.

Liz Miller

VP, Constellation Research

Why Excellent Leadership Begins with Vertical Growth

Why is it there is no shortage of leadership development materials, yet outstanding leadership is so rare? Despite having access to so many leadership principles, tools, systems and processes, why is it so hard to develop and improve as a leader?

Michael Bunting

Author, leadership expert

More than money talks in sports sponsorship

As a nation united by sport, brands are beginning to learn money alone won’t talk without aligned values and action. If recent events with major leagues and their players have shown us anything, it’s the next generation of athletes are standing by what they believe in – and they won’t let their values be superseded by money.

Simone Waugh

Managing Director, Publicis Queensland

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