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Designing Customer Journeys for Competitive Advantage

Sarah Leslie competitive advantage customer experience customer journeys

As customers, the path that we take from the moment of need recognition, through the evaluation of our options and on to purchase has changed radically with the advent of the mobile internet and associated technologies.  In evaluating solutions and options, we now fully expect to be able to find the answers to our questions, not from salespeople at such time as they can be accessed, but 24 x 7 from an online channel that suits us. From there we expect to be able to move, with minimal friction and potentially across several channels, through the transaction and on to acquisition and...

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The Importance of the Innovation Champion

Sarah Leslie innovation leadership

Innovation. It's the ambition of many an organisation and, as as of yesterday, it has a new champion at the pinnacle of Australian Government in the shape our new Prime Minister, The Hon. Malcolm Turnbull MP, who in his acceptance speech proclaimed: "The Australia of the future has to be a nation that is agile, that is innovative, that is creative. We cannot be defensive, we cannot future proof ourselves. We have to recognise that the disruption that we see driven by technology and that volatility and change is our friend if we are agile and smart enough to take advantage of it." One...

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