"Business spending on mobile projects will grow 100% by 2015. As business decision-makers look for better ways to engage with customers and partners, more than half of these executives and managers will increase their mobile apps budget moving forward. At the same time, IT professionals will respond to this onslaught of mobile apps and their development by diverting IT budgets to mobile technology."
When I recently attended Oracle Open World one of the recurring discussions was the potential emergence of a new role at the CxO level in order to cope with the rapidly changing expectations and technology innovations that are becoming key to doing business in today's marketplace.
Surprising developments for some perhaps – at least two of Australia’s big four banks have created roles where one team is responsible for both Customer-centred design and Six Sigma or Lean. This trend is likely to continue – but why?
Most organisations are structured around ‘products' and ‘channels'. This makes sense from a management perspective as people with similar capabilities work together, managed by people who are experts in their field.
In exciting news for us here at CEC this month Forrester released the first global report on Service Design; 'the most important design sub-specialty you've never heard of'. In the report The Customer Experience Company is identified as having the largest service design capability in Australia and New Zealand and third largest in APAC
The growth of our industry is driven by service designers’ unique ability to define the entire customer service ecosystem, from customer interactions, to behind-the-scenes activities and the systems and processes that support them. At The Customer Experience Company we achieve this using a blend of management consulting and human-centered design practices such as ethnographic (or observational) research, co-design and prototyping.
“Whilst there were other organisations that helped, we could not have done this without CEC.”