Posts tagged in

customer experience

virtual health experience
Article

Designing the virtual health experience

India Hardy Alex Denison Dr Nicholas Hann 03 May 2021 9 minutes

With the right design, virtual healthcare will enable clinicians and empower patients. The trick will be in ensuring that for everyone, experience comes first.

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citizen survey infographic
Infographic

Infographic: The impact of COVID-19 on citizen trust

28 Apr 2021 1 minute

Trust in government went up for many Australians during the COVID-19 pandemic. Here are some of the highlights from our recent citizen survey.

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consumer trends
Report

Five trends shaping the future of consumer markets

Donna Watt 20 Apr 2021 11 minutes

Fundamental shifts that were already occurring in consumer markets accelerated with the onset of the COVID-19 pandemic. A new report highlights five global macro trends transforming the industry.

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Cookies
Article

How businesses can adapt to a world without cookies

Vicki Huff Eckert 17 Mar 2021 6 minutes

Google is phasing out third-party cookies by 2022. Companies dependent on cookies to understand their clients or customers and make sales must adapt to avoid falling behind.

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voice assistants
Article

The art of the story: How to construct truly helpful voice assistants

Effie-Michelle Metallidis John Jones 02 Mar 2021 11 minutes

Talking to a voice assistant can be frustrating, but with their use on the rise, it’s time to start designing better conversations. Could the way forward lie in your favourite stories?

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DDO Design and Distribution Obligation
Article

Meeting the Design and Distribution Obligation with technology

Michael Ng 24 Feb 2021 7 minutes

To ensure customers are only sold the right products to meet their needs, new regulations are being placed on financial services. Technology will be key to ensuring these obligations don’t become a burden on staff or customers.

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Personal interfaces
Article

Getting personal: Questions to enable a better customer interface

John Jones 15 Feb 2021 8 minutes

Online product and services sites are full of confusing menus with endless navigational options. Could personalised interfaces provide a better customer experience?

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Article

Providing the privacy experience consumers seek

Toby Spry Phil Regnault 10 Feb 2021 9 minutes

Customers want highly personalised, instant, omnichannel experiences. For TMT companies to deliver on these desires they need data, but that requires a trusted consumer privacy experience.

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Government trust
Report

Keeping up government’s end of the trust bargain

Diane Rutter 04 Feb 2021 8 minutes

Trust in governments skyrocketed amid the uncertainty brought by Australia’s 2020 bushfires and the ongoing COVID-19 pandemic. Keeping it high requires governments to focus on the attributes citizens value most.

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