A major security breach or cyber-attack can ruin the experience customers have with a brand. Failure to act decisively when customer’ interests or the security of their information is threatened, can be extremely costly. Yet, over half of all CEOs believe their organisations are unprepared and vulnerable to a variety of threats. Recent cyber attacks, …
Margot Cairnes talks to Steve Austen about how focusing on customer experience and customer centric design helped Inloop to become one of the fastest growing start-ups in Australia. They have won several business growth awards including the BRW Fast100 in 2013 and 2014. Steve co-founded financial technology company InLoop in 2005. The company provides payment …
In recent years we have seen the Internet of Things (IoT) move from the drawing board to become an emerging reality. It’s predicted IoT will radically redefine the relationship we have with the products we buy and the brands that make them. For brands, It will be about creating better customer experiences. Shortly, we wil …
Essential to creating a disruptive culture is to promote and cultivate independent thinkers. Companies that thrive in times of radical disruption drastically reinvent themselves by: Clearly seeing the changing environment Openly discussing the implications of disruption Embracing (inventing and adopting) new ideas Employing new blood (and listening to them and all stakeholders) Not falling victim …
Organisations are making increasing use of data and analytics to build a more comprehensive picture of their customers. Everyone recognises that the benefits of this are potentially substantial. But the challenges to achieving are just as significant. How does an organisation make the crucial shift from processing data and reporting to gaining valuable insights? How …
Charles Darwin told us: It is not the strongest of the species that survive nor the most intelligent, but the one most responsive to change. In today’s business environment the one most responsive to change is the one who creates the change. Since 2000 50%+ of F500 companies have disappeared, these include; Kodak, Nokia, Lehman …
Margot Cairnes, change visionary and leader, talks candidly with Karen Moses, former COO and head of strategy for Origin Energy, about the impact of digital disruption on Australian companies. Karen is currently Chairmman of Sydney Dance Company, and director of Charter Hall, Orica, Boral, State Super Trustees and the Sydney Symphony Orchestra. She is also …
Customers are fickle and unpredictable creatures. Their behaviour and purchasing decisions can be completely illogical. Designing customer interactions that delight and build brand loyalty may seem almost impossible. Behavioural economics, however, may offer a solution for companies struggling to understand their customers better. Behavioral economics studies the effects of psychological, social, cognitive, and emotional factors on the economic decisions of individuals …
By Joe Tawfik, CEO of Kinetic Consulting Services. Leveraging the latest in AI technology and robotics, chatbots are expected to replace numerous jobs in the contact centre industry. In one case study, Shell designed a bot to answer technical questions on over 3,000 products. It reduced call volumes by 40%.
Social media listening is a popular practice for companies to understand more about their brand and its position in the marketplace. Its true value, however, is about understanding customers and what they value. It’s learning how to be proactive and interactive with your customers, rather than reactive. Traditional marketing vs social media marketing Using social …