Customer Experience

Management in the age of AI

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Author’s note: This post has been sitting in my Drafts folder since early 2019, and it seems like a good time to release it given my new role. Note that I have not modified anything other than a little formatting and dropping the odd internal note to myself about how I was going to finish … Read more

Applying a startup mindset to internal IT projects

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A few weeks back I wrote a post about the kick off of a Digital Workplace project, encompassing synchronous collaboration (such as live chat), asynchronous collaboration (document sharing/collaboration) and project planning/management. I wrote about two strategies that jumped to mind – using a Solution Selling approach to drive adoption (noting that the tools we’re looking at are already freely available, if not readily used), and to ‘dogfood’ the tools within the governance group before expanding out to ‘real’ customers.

Today I want to add a third strategy – applying a startup mindset and principles to what is an internal IT project.

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Farewelling my smartwatch – a tale of data value

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I stopped wearing my smartwatch this week.

Or, to be more accurate, I stopped wearing the latest smartwatch that I have been wearing. I started off with a Fitbit Charge HR (arguably not a smartwatch, I’ll give you that) until that fell to pieces, then moved on to a Sony Smartwatch 3, and then had a brief dalliance with a borrowed Ticwatch S. They now all sit abandoned while I toy with the idea of putting them on eBay, taking them to bits or strapping them to the dog while I’m at work to see just how active he isn’t during the day (greyhounds are good like that).

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Empathy, empowerment and expectation in customer service culture

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I left my Local Bike Shop (LBS) today.

It wasn’t an easy decision, but it was the right one, even after having bought my previous three bikes from there (the first back in 2010) as well as one for my Dad and two for my partner, as well as having them do plenty of servicing and repair work for me over the years. I’ll leave out the reasons I left my former LBS other than to say that a recent interaction left me feeling very dissatisfied as a long-term customer.

Don’t shove things into your spokes people, nobody wins

What I do want to focus on though is why I chose my new one out of two potential options, and why this is important for service organisations in an increasingly depersonalised world. It was all to do with the willingness to think beyond an initial problem and work out a creative solution, to use empathy, and to try and think of things that could be done rather than things that couldn’t.

In short, it was all about empathy, empowerment and expectation.

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Designing for the Digital Divide

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Today saw the release of the 2017 Australian Digital Inclusion Index, which can be downloaded from the Telstra Sales Portal Digital Inclusion website. The report had some positive, although expected, conclusions in that digital inclusion is increasing right across the board, which is the good news. What caught my eye however were the specific mentions of the sociodemographic groups which are the most digitally excluded across the country, specifically:

“…people in low income households, people aged 65+, people with a disability, people who did not complete secondary school, Indigenous Australians, and people not in paid employment.”

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