• Looking beyond metrics for long-term success

    Obtaining ongoing customer feedback and assessing staff and company performance is key to any successful organisation. Most organisations are on board with this and, in theory, see the value in it. However, implementing a successful tracking study – so that a measurable improvement can...

  • Why great companies invest in data AND people

    In my experience working across multiple industries and organisations, too many quantitative research reports and dashboards sit on desks unread or unused. At the same time, key decisions are being made by senior management based on little evidence or insight even though the information...

  • Implementing a CX framework, presented at UX Australia 2015

    In August, I co-presented at UX Australia with Renee Farnham (Strategy Lead, The Design Practice) from Telstra. Our presentation ‘A bridge between two worlds’ tells of the journey we've been through with Telstra to better understand its service experience and improve advocacy. The presentation...

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