customer experience

Innovation at Facebook

Employee Experience Equals Customer Experience

People centricity is an important topic. Workplace by Facebook hosted a full house of members and guests including AIG, QBE, CBA, Qantas, Suncorp, Sydney Trains, Primary Health and Health Share to explore and share the most recent wisdom and experiences in employee experience, customer experience and innovation. In true Hargraves tradition, the discussions were open, …

Employee Experience Equals Customer Experience Details »

Sharing the secret to happy customers

Organisations are constantly trying to understand their customers and how to serve them better. We all know that improved customer experience through 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 …

Sharing the secret to happy customers Details »

From pie charts to random forests. How mature is your analytics function?

Recently, I published a blog on 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 …

From pie charts to random forests. How mature is your analytics function? Details »

Identifying your customer’s pain points (before someone else does)

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 are more knowledgeable about what’s out there and what’s …

Identifying your customer’s pain points (before someone else does) Details »

Scroll to Top