Category Archives: Customer Experience

The reports have been coming thick and fast through 2016 and now 2017 about the eminent (reportedly) arrival of Amazon in Australia.  Will it be as bad as some prophecies predict, or is it equally an opportunity for local businesses? There are at least three significant areas of impact that […]

It’s common to find frustrating processes or systems when dealing with businesses, but what if that process was actively designed to be ‘clever  for you’ but you didn’t see it that way? One of the challenges of designing a customer experience is stepping out of your mind or the ‘org-mind’ […]