The stats around failure of digital projects are well known, anywhere between 50-90% fail completely, or fall short of their expected benefits. There are many reasons why this might happen, but we believe the majority come down to a lack of end to end thinking and capability. With this in mind, here are our 7…
As COVID hit in 2020, we expected to see huge investment in customer-facing digital projects. We know from Forrester that customer service digital interactions were projected to increase by 40% so we were expecting to see big digital investment but tangible results have been few and far between. Rather than focusing on digital improvements, many organisations…
With the global economy tightening and domestic business conditions deteriorating, Aussie companies are hunting for ways to retain and grow their customer bases. In many cases, this hunt involves the introduction of new customer experience (CX) technologies and tools. Companies believe such additions will help them better target marketing, deepen relationships and reduce customer defection.…
Here at Customer Science, we’re seeing lots of demand for channel strategy right now. Key elements of this are the channels that customers currently use, and the ones we want them to use in the future. One of the big questions to answer though this is ‘where will the change come from?‘ To demonstrate this, we’re…
From $5,000 taps to $8,000 baths and $9,000 tiles, bathrooms in The Block get more extravagant every season. Up to 1/3 of the entire reno budget is being spent on this one room alone, in pursuit of the illusive wow factor. But the biggest costs in bathrooms doesn’t come from the solid marble counters and…
Digital Experience Platforms (DXPs) are the latest buzzword in digital transformation. This article from Squiz gives a handy guide to the differences between a traditional Content Management System (CMS) and a DXP. This focuses on meeting increasing customer demand for personalised content, intuitive search and knowing exactly where they are in their journey. [spacer height=”20px”]…
Shortly after the election, Scott Morrison announced the launch of Service Australia, a new front end for government services, based on the hugely successful Service NSW model. Customer Science was born out of Service NSW so we are following developments with interest. As well as being part of the success, we also witnessed all the…
By Colin Smith 2017 saw a flood of reports [1] on the impact of robotics, automation and Artificial Intelligence (AI) on jobs. Forecasts agree that almost 50% of today’s jobs could disappear in the next 20 years[2]. Automation has traditionally had the greatest impact on low skilled jobs, and in many industries, this is set…
Recently Brandon Stanton, creator of Humans of New York (HONY), shared the story behind the world’s most successful photo blog. For anyone who is unaware, HONY is a daily blog sharing portraits and interviews collected on the streets of New York. Often funny, sometimes harrowing, but always engaging, HONY has attached the kind of dedicated…
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