Insights

The latest CX insights, updates and thoughts

Is Customer Experience as a discipline getting confused?

CX & Design are not one and the same. We discuss the different types of design and how they enable great Customer Experience.

Global CX Trends in 2023

2023's CX Trends Report features the biggest trends businesses will face in 2023 and best practice tips on how you can do great CX.

CEC win Gold in the 2022 Good Design Awards!

We win Gold in the 2022 Good Design Awards for Design Strategy, and for Service Design and Digital Design.

Global CX Trends in 2022

Emerging CX Trends and how you can lead the way in 2022

Employee Value Proposition: An essential strategy in delivering great CX

Three steps to designing a compelling Employee Value Proposition for your organisation

Using customer journey mapping to drive CX success

Five ways Customer Journey Maps visualise your customer vision

Reducing litter with frictionless design

Redesigning the NSW EPA Report a Tosser digital reporting experience

Sustainability: the new customer expectation

Build customer advocacy by aligning your company with this emerging trend and core value

Adopting Amazon's 'Day 1 mentality'

"Day 2 is stasis. Followed by irrelevance. Followed by excruciating, painful decline. Followed by death."

Six easy steps to great Communications Design

Give your customers an excellent and consistent experience of your brand with great Communications Design

Global CX Trends in 2021

A look at the top emerging global CX trends and what organisations can be doing today to lead the way to CX Excellence in 2021

Webinar Recap: Empathy to Impact - Driving Innovation into Australia’s Toll Roads

An understanding of customer translated to the creation of simple digital solutions for Transurban

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