CapFeather Edition — CapFeather Global

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15 Problems CX Leaders Need to Solve in 2022

[4 minute read]

Lachlan Austin headed to the Customer Connect 2021 conference at Doltone House in Sydney on 18 November. We asked him to find out the emerging problems CX Leaders were focused on solving right now. Here are 15 of them.

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15 Problems CX Leaders Need to Solve in 2022
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15 Problems CX Leaders Need to Solve in 2022

[4 minute read]

Lachlan Austin headed to the Customer Connect 2021 conference at Doltone House in Sydney on 18 November. We asked him to find out the emerging problems CX Leaders were focused on solving right now. Here are 15 of them.

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[4 minute read]

Lachlan Austin headed to the Customer Connect 2021 conference at Doltone House in Sydney on 18 November. We asked him to find out the emerging problems CX Leaders were focused on solving right now. Here are 15 of them.

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Digital diagnosis: intelligent machines do a better job than humans

[5 minute read ]

Advanced technology is heralding significant changes for the health sector. Organisations that understand and harness this opportunity early are more likely to achieve the efficiencies offered while developing a patient experience that leads to better health outcomes. In this article CapFeather’s Anjali Jaiprakash, with Ross Crawford and Jonathan Roberts, outline how technology is changing the medical profession and the patient experience.

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Digital diagnosis: intelligent machines do a better job than humans
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Digital diagnosis: intelligent machines do a better job than humans

[5 minute read ]

Advanced technology is heralding significant changes for the health sector. Organisations that understand and harness this opportunity early are more likely to achieve the efficiencies offered while developing a patient experience that leads to better health outcomes. In this article CapFeather’s Anjali Jaiprakash, with Ross Crawford and Jonathan Roberts, outline how technology is changing the medical profession and the patient experience.

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[5 minute read ]

Advanced technology is heralding significant changes for the health sector. Organisations that understand and harness this opportunity early are more likely to achieve the efficiencies offered while developing a patient experience that leads to better health outcomes. In this article CapFeather’s Anjali Jaiprakash, with Ross Crawford and Jonathan Roberts, outline how technology is changing the medical profession and the patient experience.

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Who’s at the ‘Pointy End’ of Customer Experience?

[5 minute read]

Julieanne Dimitrios discusses why it is time to expand the organisational focus to encompass everyone who contributes to delivering the right brand experience. She calls this WEX – or WorkForce Experience.

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Who’s at the ‘Pointy End’ of Customer Experience?
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Who’s at the ‘Pointy End’ of Customer Experience?

[5 minute read]

Julieanne Dimitrios discusses why it is time to expand the organisational focus to encompass everyone who contributes to delivering the right brand experience. She calls this WEX – or WorkForce Experience.

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[5 minute read]

Julieanne Dimitrios discusses why it is time to expand the organisational focus to encompass everyone who contributes to delivering the right brand experience. She calls this WEX – or WorkForce Experience.

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Can Lean CX Help Improve the Kenyan Plastic Recycling Ecosystem?

[5 minute read]

Purity Kimani is aiming to use her Lean CX expertise to improve the Kenyan plastic recycling ecosystem. She is one of the first cohort of students in the Lean CX Online Certification, which starts today.

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Can Lean CX Help Improve the Kenyan Plastic Recycling Ecosystem?
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Can Lean CX Help Improve the Kenyan Plastic Recycling Ecosystem?

[5 minute read]

Purity Kimani is aiming to use her Lean CX expertise to improve the Kenyan plastic recycling ecosystem. She is one of the first cohort of students in the Lean CX Online Certification, which starts today.

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[5 minute read]

Purity Kimani is aiming to use her Lean CX expertise to improve the Kenyan plastic recycling ecosystem. She is one of the first cohort of students in the Lean CX Online Certification, which starts today.

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Too Much Information: the COVID Work Revolution has Increased Digital Overload

[7 minute read]

Olga Kokshagina gives us 3 practical tips to manage the problem of digital overload at work. She suggests changing digital overload requires radical reflection on the temptations of technology – including the belief that yet more technology will solve the problem.

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Too Much Information: the COVID Work Revolution has Increased Digital Overload
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Too Much Information: the COVID Work Revolution has Increased Digital Overload

[7 minute read]

Olga Kokshagina gives us 3 practical tips to manage the problem of digital overload at work. She suggests changing digital overload requires radical reflection on the temptations of technology – including the belief that yet more technology will solve the problem.

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[7 minute read]

Olga Kokshagina gives us 3 practical tips to manage the problem of digital overload at work. She suggests changing digital overload requires radical reflection on the temptations of technology – including the belief that yet more technology will solve the problem.

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Trust Turbo-Charges your Brand Result

[5 minute read / 1:13 podcast]

Michel Hogan discusses how trust turbo-charges your brand, turning it into a continuing accomplishment you can use to do more work so that value grows.

Trust Turbo-Charges your Brand Result

Trust Turbo-Charges your Brand Result

[5 minute read / 1:13 podcast]

Michel Hogan discusses how trust turbo-charges your brand, turning it into a continuing accomplishment you can use to do more work so that value grows.

[5 minute read / 1:13 podcast]

Michel Hogan discusses how trust turbo-charges your brand, turning it into a continuing accomplishment you can use to do more work so that value grows.

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Futurists, the Butterfly Effect and Becoming a Grey Wolf

[4 minute read]

Marcus van Vugt discusses how futurist thinking developed, how executives might turn predictions into more useful, testable innovations, and why he has focused his career on delivering impact.

Futurists, the Butterfly Effect and Becoming a Grey Wolf

Futurists, the Butterfly Effect and Becoming a Grey Wolf

[4 minute read]

Marcus van Vugt discusses how futurist thinking developed, how executives might turn predictions into more useful, testable innovations, and why he has focused his career on delivering impact.

[4 minute read]

Marcus van Vugt discusses how futurist thinking developed, how executives might turn predictions into more useful, testable innovations, and why he has focused his career on delivering impact.

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Lean CX: How to Differentiate at Low Cost and Least Risk [Introduction]

[20 minute read]

This article shares the introduction to Lean CX: How to Differentiate at Low Cost and Least Risk by Robert Dew, Bill Russell, Cyrus Allen and George Bej. Our thanks to De Gruyter Publishing for access to this chapter. The book is now available on Amazon to purchase.

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Lean CX: How to Differentiate at Low Cost and Least Risk [Introduction]
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Lean CX: How to Differentiate at Low Cost and Least Risk [Introduction]

[20 minute read]

This article shares the introduction to Lean CX: How to Differentiate at Low Cost and Least Risk by Robert Dew, Bill Russell, Cyrus Allen and George Bej. Our thanks to De Gruyter Publishing for access to this chapter. The book is now available on Amazon to purchase.

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[20 minute read]

This article shares the introduction to Lean CX: How to Differentiate at Low Cost and Least Risk by Robert Dew, Bill Russell, Cyrus Allen and George Bej. Our thanks to De Gruyter Publishing for access to this chapter. The book is now available on Amazon to purchase.

Share
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Disrupting For-Purpose: Remaining Relevant, Resilient and Ready

[9 minute read + 19 minute video]

Guest author Bill Petch describes how reconnecting with stakeholders to create new value is critical in the for-purpose sector. As a CEO who has led successful change, he knows what it takes to turn an organisation around.

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Disrupting For-Purpose: Remaining Relevant, Resilient and Ready
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Disrupting For-Purpose: Remaining Relevant, Resilient and Ready

[9 minute read + 19 minute video]

Guest author Bill Petch describes how reconnecting with stakeholders to create new value is critical in the for-purpose sector. As a CEO who has led successful change, he knows what it takes to turn an organisation around.

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[9 minute read + 19 minute video]

Guest author Bill Petch describes how reconnecting with stakeholders to create new value is critical in the for-purpose sector. As a CEO who has led successful change, he knows what it takes to turn an organisation around.

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Build a Great Community, Build a Great Sales Pipeline

[5 minute read ]

Companies that build a great community are not only enabling authentic relationships around their product or service, they are building a reliable and evergreen pipeline that can help guarantee ongoing business success. In this article, Mike Jeffrey, Co-CEO of Pluss Communities, outlines how retirement and aged care organisations can use community building to create a reliable sales pipeline.

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Build a Great Community, Build a Great Sales Pipeline
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Build a Great Community, Build a Great Sales Pipeline

[5 minute read ]

Companies that build a great community are not only enabling authentic relationships around their product or service, they are building a reliable and evergreen pipeline that can help guarantee ongoing business success. In this article, Mike Jeffrey, Co-CEO of Pluss Communities, outlines how retirement and aged care organisations can use community building to create a reliable sales pipeline.

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[5 minute read ]

Companies that build a great community are not only enabling authentic relationships around their product or service, they are building a reliable and evergreen pipeline that can help guarantee ongoing business success. In this article, Mike Jeffrey, Co-CEO of Pluss Communities, outlines how retirement and aged care organisations can use community building to create a reliable sales pipeline.

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How can we improve the hospital experience for people with hearing loss?

[5 minute read ]

In this article CapFeather intern Ulla Schneider, with Sarah Daly, outline some of the problems that people with hearing loss face in hospitals and why it is essential to reflect on how we might improve the experience. It also outlines how other organisations have taken steps towards a solution.

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How can we improve the hospital experience for people with hearing loss?
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How can we improve the hospital experience for people with hearing loss?

[5 minute read ]

In this article CapFeather intern Ulla Schneider, with Sarah Daly, outline some of the problems that people with hearing loss face in hospitals and why it is essential to reflect on how we might improve the experience. It also outlines how other organisations have taken steps towards a solution.

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[5 minute read ]

In this article CapFeather intern Ulla Schneider, with Sarah Daly, outline some of the problems that people with hearing loss face in hospitals and why it is essential to reflect on how we might improve the experience. It also outlines how other organisations have taken steps towards a solution.

Share
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Could robots in healthcare lead to doctorless hospitals?

[5 minute read ]

In this article CapFeather’s Anjali Jaiprakash, with Ross Crawford and Jonathan Roberts, explore how automation and robotics will disrupt the specialist field of medical diagnostics.

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Could robots in healthcare lead to doctorless hospitals?
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Could robots in healthcare lead to doctorless hospitals?

[5 minute read ]

In this article CapFeather’s Anjali Jaiprakash, with Ross Crawford and Jonathan Roberts, explore how automation and robotics will disrupt the specialist field of medical diagnostics.

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[5 minute read ]

In this article CapFeather’s Anjali Jaiprakash, with Ross Crawford and Jonathan Roberts, explore how automation and robotics will disrupt the specialist field of medical diagnostics.

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Lean CX: How to Differentiate at Low Cost and Least Risk [Book Release]

[3 minute read]

Mac Williams of Pearson Education introduces the latest book from CX strategists Robert Dew, Bill Russell, Cyrus Allen and George Bej: “Lean CX tackles the problem that many CX leaders confront every day - to convert what appears to be almost common sense into business practice and priority. As Drucker said, the real reason for a business to exist is to create and keep customers. So simple, so then why isn’t this simple truth at the very heart of our organisations?” Lean CX is a must-read for customer experience professionals and will be available in April 2021.

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Lean CX: How to Differentiate at Low Cost and Least Risk [Book Release]
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Lean CX: How to Differentiate at Low Cost and Least Risk [Book Release]

[3 minute read]

Mac Williams of Pearson Education introduces the latest book from CX strategists Robert Dew, Bill Russell, Cyrus Allen and George Bej: “Lean CX tackles the problem that many CX leaders confront every day - to convert what appears to be almost common sense into business practice and priority. As Drucker said, the real reason for a business to exist is to create and keep customers. So simple, so then why isn’t this simple truth at the very heart of our organisations?” Lean CX is a must-read for customer experience professionals and will be available in April 2021.

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[3 minute read]

Mac Williams of Pearson Education introduces the latest book from CX strategists Robert Dew, Bill Russell, Cyrus Allen and George Bej: “Lean CX tackles the problem that many CX leaders confront every day - to convert what appears to be almost common sense into business practice and priority. As Drucker said, the real reason for a business to exist is to create and keep customers. So simple, so then why isn’t this simple truth at the very heart of our organisations?” Lean CX is a must-read for customer experience professionals and will be available in April 2021.

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We need innovation and agility to build back better

[4 minute read]

Jo Causon, CEO of the UK’s Institute of Customer Service, encourages organisations to innovate and ‘build back better’ to create resilience against future shocks.

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We need innovation and agility to build back better
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We need innovation and agility to build back better

[4 minute read]

Jo Causon, CEO of the UK’s Institute of Customer Service, encourages organisations to innovate and ‘build back better’ to create resilience against future shocks.

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[4 minute read]

Jo Causon, CEO of the UK’s Institute of Customer Service, encourages organisations to innovate and ‘build back better’ to create resilience against future shocks.

Share