I’m Worried About Customer Experience

Customer experience is the latest buzz word, as popular as … a cold beer on a hot day… and rightly so, delivering what your customers want in a saturated market place is a smart way to stand out and compete, that’s exactly why I created Emotional Based Design… a tool for everyone to do just that.

But… Continue reading I’m Worried About Customer Experience

Customer Not Digital Transformation

Having just completed arguably the #1 transformation in Australia (possibly the world) I have learnt (the hard way) a thing or two about what to focus on.

In a published whitepaper from the Gartner Group, our transformation was called “Exemplary Public-Sector Digital Service Model”

Vivek Kundra (ex US Fed CIO for Barack Obama) said “The mistake you guys have made is this… you think you are #1 in Australia; I want to tell you, what you have done here… you are #1 in the world”

A couple of proud moments (yep, I tell everyone!) for our team.

What is interesting here is the language used.  Gartner didn’t call it a digital transformation.  They called it a Digital Service Model… because that is what it is.  In reality it is a Customer Service Transformation (underpinned by digital channels and technology).

I have met with over 40 institutions who are getting ready to start their transformation journey.  95% of these were focusing on the technology and not the customer.

Digital Transformation – The process of using new technologies to become more innovative, agile, and above-all else, customer-centric.

Don’t ever forget, Continue reading Customer Not Digital Transformation