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UX is distinct from CX. Both are crucial to a program's performance, your brand's reputation, and client loyalty. A poor customer experience results from either failure.
Customer experience is one of the most crucial aspects of any business, and it can mean the difference between retaining loyal customers or losing them to competitors.
Web2 companies changed the customer experience game. UBER gave us on-demand rides. Airbnb gave us flawless lodging experiences. Amazon gave us same-day delivery. And Spotify put the history of recorded music in our pockets.
Law firms have long held a monopoly when it comes to providing legal services but changes in technology and just as importantly, client expectations, are transforming both the consumption and practice of law.
There is a cultural shift in which innovation is no longer a linear process but part of an interconnected ecosystem where people, organizations, and sectors can foster inspiration, idea-generation, co-creation, and validation of ongoing iterations.
Design Thinking is a buzz phrase that has been thrown around companies for many years now. But how is Design Thinking any different from the way companies have always approached problem solving?
Here are ten of the top corporate innovation labs in Singapore.
It is no coincidence that the most innovative brands in the world are also leading the way in customer experience.
Why your ideation tools aren’t working and how to bring ideas back to life. In this article, we cover the definition of the ideation process steps, followed by recommended approach, examples and techniques. This is essential for the execution of design thinking.
What not to do when it comes to innovation and new product development.
Do you have what it takes to be a great Innovation Manager?
Many large organisations are guilty of taking old, oftentimes broken, processes born out of 20th Century necessity and digitising them. Such pursuits are internally heralded asshiningexample of innovation and digital transformation. However, this usually amounts to little more than expensive and at best incremental improvements.
When it comes to early stage innovation, we can’t rely on metrics such as ROI or NPV to determine success, particularly given that such metrics favour short term returns whereas disruptive innovation can take years to deliver the kind of returns that large companies are seeking.
Ask good questions and you get good answers. Ask the wrong questions, or worse still, don't ask questions at all, and you're essentially driving blind with no sense of direction.
A case study in what not to do when it comes to customer experience and why the door is wide open for insurance startups looking to disrupt the space by offering significantly better customer service.
If you’re not willing to fail, then you will only ever embark upon safe, incremental improvements, where you have all the answers and therefore can’t fail.
Established companies have been built to deliver, not to discover. So how do we build a culture that supports ideation and experimentation?
Use this template to start mapping the journeys of your customers.
This ebook explores the importance of interactions with customers, highlights organizations that are leading the way and provides insight on how your organization can start optimizing the customer experience.