strategic innovation & design

Perspectives

Designing Customer Journeys for Competitive Advantage

customer experience design insight value creation

Designing Customer Journeys for Competitive Advantage

Designing customer journeys is becoming the next frontier in providing competitive advantage, and a vital component of the overall value proposition. New value for customers can be provided through developing capabilities process automation, proactive personalisation, contextual interaction and journey innovation.

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The Importance of the Innovation Champion

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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