customer experience
Designing the virtual health experience
With the right design, virtual healthcare will enable clinicians and empower patients. The trick will be in ensuring that for everyone, experience comes first.
Read more
Infographic: The impact of COVID-19 on citizen trust
Trust in government went up for many Australians during the COVID-19 pandemic. Here are some of the highlights from our recent citizen survey.
Read more
Five trends shaping the future of consumer markets
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.
Read more
How businesses can adapt to a world without cookies
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.
Read more
The art of the story: How to construct truly helpful voice assistants
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?
Read more
Meeting the Design and Distribution Obligation with technology
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.
Read more
Getting personal: Questions to enable a better customer interface
Online product and services sites are full of confusing menus with endless navigational options. Could personalised interfaces provide a better customer experience?
Read more
Providing the privacy experience consumers seek
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.
Read more
Keeping up government’s end of the trust bargain
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.
Read more