strategic innovation & design

Perspectives — customer experience

Shifting from Customer Experience to Ecosystem Experience Design

customer experience design insight shared value & ecosystems

Shifting from Customer Experience to Ecosystem Experience Design

The rise of platform business models and the shift to operating within new ecosystems of value rather than in linear value chains means that, for many organisations, their capability must evolve beyond designing and delivering a competitive customer experience, to designing and delivering a compelling experience for all ecosystem participants - consumers, producers and partners.

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Customer Strategy in an Age of Constant Connection and Distrust

customer experience design insight strategy

Customer Strategy in an Age of Constant Connection and Distrust

Well designed and executed, connected strategies can enhance customer experience, boost operational efficiencies and lower costs, whilst higher digital trust correlates with higher revenue. Businesses must both understand the extent to which constant connection and the possibilities it enables is desired, and enhance their digital trust credentials.

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Augmented and Virtual Reality: Enhancing Our Real World Experience

customer experience digital & 4IR technologies value creation

Augmented and Virtual Reality: Enhancing Our Real World Experience

As both consumers and organisations struggle with cognitive overload from the rapidly escalating volume and velocity of data from ever more connected devices, AR offers up a much-needed panacea. Where current internet technologies place access to the right information at the right time at our fingertips, with AR, we will now have it in plain sight.

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The Business Value of Design & Design Thinking

customer experience design insight value creation

The Business Value of Design & Design Thinking

Design delivers the market value that separates the most desirable brands and businesses from the rest. The deep insights uncovered through the design process lead you to build emotion, meaning and identity into your product or service, wherein lies value to the customer, and your source of differentiation.

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Using trend intelligence to inform innovation

customer experience digital & 4IR technologies strategic foresight value creation

Using trend intelligence to inform innovation

A critical capability within an innovators DNA is to be able to interrogate and identify the nascent trends arising from innovation at the edge; understand the new expectations these are creating for customers and citizens; and apply these to better serving the needs of your customers, stakeholders and society.

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