Cracking the Code: Using Market Assessment and Building Viability for a Health Industry Product Launch. How comprehensive market insights fuelled a successful product launch in a competitive industry. The Challenge: Clarifying Market Positioning in a Crowded Health Sector A software development company was ready to launch a groundbreaking product in the health industry. They knew…
Managing IT upgrades can feel like juggling dozens of moving parts. For one aged care provider network, this challenge was all too real. With multiple disjointed IT initiatives — from hardware procurement to software integration and data analytics — they found it difficult to prioritise, plan, and visualise how these initiatives fit together. So, how…
Did you know that before Google became Google, it was called Backrub? And before Amazon became Amazon, it was called Cadabra. It’s so weird to think that two of today’s most epic brands could be anything other than the names we know so well. Well, in the tradition of epic name changes and brands, we’ve…
How Can Australian Companies Improve Customer Experience (CX) In the rapidly evolving business landscape, enhancing Customer Experience (CX) has become a paramount objective for Australian companies. As competition intensifies and consumer expectations soar, businesses must adopt innovative and effective strategies to stay ahead. This blog post delves into actionable insights and strategies that Australian companies…
Navigating Success: The Power of CX Maturity Matrix Baseline In the dynamic world of business, customer experience (CX) reigns supreme. Organisations that prioritise CX consistently outperform their peers. But how do you measure and elevate CX effectively? Enter the CX maturity matrix—a strategic compass that guides organisations toward excellence. What Is a CX Maturity Matrix?…
Ever wondered how AI could transform your contact centre? You’re not alone. Many of us are curious yet cautious about getting started with AI. We’ve been speaking to many in the industry and there’s a mix of excitement and nervousness out there. Why AI in Contact Centres? We’ve all been there. Endless hold times, repeating…
Celebrating a Decade of Excellence with Customer Science Group. 10 Years of Transforming CX Services in Australia. A decade ago, we embarked on a journey to understand why Australia’s services were not world-leading and were often expensive to deliver, despite our abundant talent. We asked ourselves a critical question: Could we help organisations bridge the…
Does anyone else use customer journey mapping to inform IT system requirements? Join our in-house CX Service Design expert Eric Lutley as he delves into this very question. I find this really useful, and I’m wondering how common the practice is. And in case you’re interested, here’s a quick case study: A client hired us…
How do you measure AI maturity in your organisation? With the advent of Generative AI, the business world is changing faster than anyone had thought possible. The integration of Artificial Intelligence (AI) is fast becoming a crutch for organisations seeking to enhance efficiency, drive innovation, and gain a competitive edge. However, simply adopting AI technologies…
In this article, we tackle problems relating to car insurance and show how AI Decision Intelligence can be used for making decisions about whether car insurance claims should be refused or accepted. Organisational decision-making is complex. AI Decision Intelligence (DI) is a discipline designed to help organisations enhance their decision-making capabilities by combining human-like reasoning…
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