Innovating the Customer Experience to stay ahead of the competition is essential for any B2B or B2C organisation.
Read our blogs for insights on what’s worked and what hasn’t. Connect with Hargraves to share experience.
Organisations are constantly trying to understand their customers and how to serve them better. We all know that serving customers better means more sales and improved financial performance. The figures are well and truly in. Customer Experience (CX) has been the battle ground of this century with customer surveys dominating the scene for decades…
Consumer/customer and employee experience are the opposite sides of the same coin. Bringing together ‘people leaders’ from diverse sectors and industries, our recent Leaders Forum explored current people practices across 4 diverse topics: mindset diversity engagement creativity In this complimentary Hargraves Leaders Forum, attendees were keen to understand the latest thinking that links operational excellence…
Gartner predicts that by 2018, more than 50% of organisations will redirect their investments to customer experience (CX) innovations? This prediction makes sense to me as common-sense suggests that for any organisation struggling with innovation initiatives a good place to start is improving customer experience (CX). As a focus for change CX projects can and…
With 66% of attendees, representing over 20 industries, rating radicalCX 4 and 5 stars for overall experience, this one-day workshop was a success for the innovation leaders and practitioners participating. Designed as an open conference, the biggest highlight was the opportunity to share and learn from each other during the team-based workshop exercises. Other highlights included: Augmented, virtual and mixed reality demonstrations that gave everyone a chance to experience HTC Vive, Oculus Rift, Microsoft Hololens and Vuforia marker based AR. UTS student poster gallery with 9 research projects on display from the School of Software and the School of Computing and Communication.
Recently, I published a blog Data analytics, customer centricity, innovation. The memes we can’t seem to shake where I explored which areas of a business tend to benefit most from analytics. And charted what the analytics maturity curve may look like. Where might you be plotted on this curve? In practice, analytics maturity rarely represents…
Data and analytics are the means to an end. Unless your business is data analytics, the reason for you to excel in this discipline is for your organisation to survive, learn and grow. In the age of digital disruption, customer centricity and innovation have become the memes for company transformation programs to ensure the organisation…
Want to identify where a disruptor will enter? Identify the pain point/frustration that your customer has with your current offering In today’s world, customers are looking to, or already have, taken control of whatever functionality they are addressing at the moment. Via Google and Social Media they’re more knowledgeable about what’s out there and what’s…
Good Customer Experience (CX) can mean many things to different people. While it’s not exactly rocket science to pinpoint the general levers of customer experience, at an individual level we might weigh these factors differently. For example, at a restaurant I tend to prioritise my impressions of the food and general atmosphere over the service. Reading…
A customer centric approach to business-model innovation I recently came across a great article from the team at McKinsey and it really got me thinking about how business can tap into its customers as a source of innovation. In the article by Marc de Jong and Menno van Dijk, they talk about companies reframing their…