2. With the digital environment forever changing,
it’s hard to decide which digital trends you
should implement into your business
strategy to keep ahead in your industry.
Perspectives Volume 4 presents the emerging
digital trends defining the Australian and
New Zealand market, that no business
should ignore.
The Digital
Customer
Experience
Edition
15. consumers
have been
slow to adopt
wearables.
Despite wearables like fitness bands and
smart watches becoming more widely
available, consumers have been slow to
adopt them. This creates a roadblock for
companies who see wearables as part of
their consumer experience strategy.
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16. Companies should
look within for
opportunities to
utilise wearables
An existing workforce, with clearly defined roles and
processes, makes an ideal testing ground.
17. By opening themselves up to the possibility of
wearables transforming their workforce’s capabilities,
organisations can
greatly improve
their customer
service.
20. But with multiple channels available, customer
journey maps can become overwhelming.
Customer
experience maps
are a vital part of
digital strategy.
21. Mapping individual moments
in a customer experience cycle
allows companies to prioritise
stages based on the impact
they’re likely to have on
their business.
22. Anticipate
the future of
the customer
experience
A complete moment
map allows a company to
anticipate the future of
their customer experience,
react swiftly, minimise
pain points and maximise
opportunities to
delight customers.
26. It can be difficult
for brands to
measure the
impact of their
content strategy
on audiences.
27. A strategic framework
ensures a company
measures engagement
across all of their channels,
allowing them to deliver
their clients a measurable
and actionable report on
the effectiveness of their
content marketing.
34. Despite its popularity,
there are flaws inherent to
the Agile system that can
negatively impact projects,
especially in regards to User
Experience design.
There are flaws
inherent to the
Agile system
35. Companies must
be proactive about
better integrating
User Experience
design into their
Agile processes
and improving
overall outcomes.
39. The sheer quantity of
feedback enabled by open and
collaborative working methods
can be difficult to manage.
40. To achieve practical results,
consider feedback as it
relates to stakeholders’
practical needs, and focus
on the “why?” behind each
particular piece of feedback.
why?
41.
42. Tag Management –
Your Key to
Digital Intelligence
Daniel Laidler
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43. Insights into customer
engagement with
digital properties
are a vital part
of marketing,
with embedded tags playing a key
role in gathering customer data.
48. Users are
moving away
from generic
social media
experiences
towards more unique and
personalised services.
49. Brands may find it difficult
to target social media users
who have shifted towards
niche services.
50. While niche social
networks may have
relatively short
reach, they offer
opportunities for
strong, meaningful
engagement.
Brands should see this as an opportunity.