Why it’s never OK to ignore the customer experience

“This is a tech project; so why do I need to consult the customer?” Sigh. During my working career I have heard this very question (well, it’s more of a statement really) more times than I would have expected. Sometimes it was worded differently and may have sounded something like, “No, no, no. We don’t […]

Talking workplace transformation…but are we talking with the right people?

Imagine a scenario that enables employee workplace experiences to be more productive and secure, allows IT to manage fewer policies and meets flexible and adaptable business needs. In a world where experiences matter, achieving that vision is possible today, but to do that we need to think differently, embrace change and remind ourselves of the […]

Is employee experience as important as customer experience?

Superheroes Friends Fist Bump Happiness Concept

When we think about an organisation becoming customer-centric, we typically think about how to satisfy our customers through a better understanding of their needs and pain points. However, I believe that most organisations critically “undercook” the design of the employee experience that supports the customer. Sure, we design systems and processes that simplify things for […]