The Customer Experience Company

28/11/2024

Transform High-Stakes Service Experiences into Trust-Building Opportunities

In today's complex service landscape, managing high-stakes, involuntary customer experiences has never been more critical.

Whether it’s processing insurance claims, handling social benefits, or managing utility disruptions, these mandatory interactions carry significant emotional and financial weight for citizens and customers.

Our latest point-of-view document, "5 Common Pitfalls in High-Stakes, Involuntary Experiences," reveals key interactions organisations struggle with:
● Providing immediate help when needed most
● Streamlining administration for better solutions
●.Supporting extended family networks
● Delivering personalised service at scale
● Maintaining ongoing customer and citizen support

Drawing from global best practices across healthcare, financial services, and government sectors, we provide actionable insights on:
✓ Building trust in mandatory interactions
✓ Balancing compliance with empathy
✓ Creating consistent service experiences
✓ Delivering measurable improvements

[Download the POV Document] 👇
https://hubs.li/Q02ZKK9x0

26/11/2024

High-Stakes, Involuntary Experiences: When people have no choice but to interact with your organisation, the measure of a great experience isn’t delight – it’s dignity, clarity and empowerment.

Revisit our work with the Department of Defence to learn how trauma-informed co-design with nearly 100 community members helped tackle the High-Stakes, Involuntary Experience of accessing personal service records during times of grief and trauma.

The resulting service reduced complexity by 47% and improved consistency by 61%. A great reminder that in high-stakes service design, we're not just solving problems – we're supporting people through life-changing moments.

Link to website 👇

https://hubs.li/Q02ZgPXy0

22/11/2024

When it comes to tax collection, there's no such thing as "customer-” or “citizen-choice." It's a perfect example of what we call a High-Stakes, Involuntary Experience.

Our work with the New Zealand Inland Revenue proved that even mandatory interactions can be transformed through empathetic design. Through research and co-design, we helped NZIR reshape its collection approach.

The results? A $62M increase in debt recovery and significantly improved employee engagement - all in just one year.

Read the full case study on our website to learn how we helped NZIR transform their mandatory services into opportunities for positive engagement.

https://hubs.li/Q02Z5mMm0

21/11/2024

'Customers don't choose to have a water service issue – but we can choose how we support them.'

This insight drove our transformation project with Sydney Water, where we reimagined their troubleshooting journey for 5 million customers. The key? Understanding that High-Stakes, Involuntary Experiences require a different approach to service delivery.

By empowering contact centre staff, broadening our definition of 'customer,' and creating clear pathways for issue resolution, we helped Sydney Water evolve from asset-focused to customer-centric.

Read the full case study to see how we're helping essential service providers turn mandatory interactions into opportunities to build trust and deliver public value.

https://go.customerexperience.com.au/3AHlw8i

We assisted Sydney Water in prioritising customer-centricity by putting customers at the heart of their service faults process. Discover the successful strategies and implementations, enabling Sydney Water to enhance service delivery, customer satisfaction, and overall operational efficiency

23/10/2024

Unlock the ROI of CX Toolkits: A Webinar for Business Leaders

📅 Tuesday, October 29th, 12 PM AEST

Join Darian Eckersley, Director of Experience & Service Design, as he shares how the Australian Digital Health Agency revolutionised its digital product and health service experiences using a CX Toolkit.

Then, discover how AI is revolutionising organisational CX toolkits with Lauren Terry, Head of CX Design at CEC.

Learn how to:

✨Gain a holistic view of your customers
✨ Drive strategic design decisions
✨ Increase efficiency and reduce operational costs
✨ Fast-track innovation and enhance customer satisfaction

👉 Register now:
https://hubs.li/Q02VfH9q0

22/10/2024

Are you struggling to connect with your members?

Engineers Australia (EA) is the peak body for the engineering profession in Australia, with a purpose to 'Advance society through great engineering'.

A proud organisation with over 100 years of history, EA wanted to change its relationship with its members. While retention remained high every year, most customers were not engaging with EA’s services.
In partnership, we developed a Toolkit and Customer Strategy that resulted in increased engagement and a stronger community.

Learn more via our case study blog: https://hubs.li/Q02VfFy90

14/10/2024

If you’re struggling to design, implement and launch CX solutions efficiently, Service Patterns might hold the key to unlocking speed to market.

Revisit our case study with the Australian Department of Defence, to learn how they used Service Patterns to:
✨Accelerate design and reduce costs
✨Break down silos
✨Boost customer satisfaction
✨Maximise the CX investment



https://hubs.li/Q02SV7MZ0

10/10/2024

Revisit our case study with the Australian Digital Health Agency to learn how developing a CX toolkit equipped the Agency to transition effectively from technology, compliance and regulatory-focussed to customer-focussed and build CX maturity.

Four years later, the Toolkit remains a core strategic tool for the Agency. The CX Toolkit we helped them create can now be found both physically and digitally throughout their Design Centre - an innovation space that includes simulations of waiting rooms and doctors' offices for their design team to research and test in, and exemplifies how customer-centricity is at the heart of the organisation.

https://go.customerexperience.com.au/3U16H6E

19/12/2023

As the year draws to a close, our extraordinary team is taking a well-deserved break starting Wednesday, 20th of December and returning on Monday, 8th of January, 2024.

We extend our sincere thanks to you all for being a part of our journey in 2023.

We have a number of exciting announcements coming in the new year, but for now, from all of us, we wish you the best over the festive season, and we’ll see you in the new year! 🎄

18/09/2023

We are honoured to have supported headspace in their mission to support young people throughout Australia. We are excited to announce that this collaboration with headspace has been recognised with a Good Design Award for the category: Design Research! 🏆

There is growing emphasis on the mental health of young people in Australia, with the pandemic and social influences making it clear that young people require continued support and guidance to maintain positive health and wellbeing.

We partnered with headspace to uncover its customers' (the young people across Australia) true needs and behaviours to improve the impact and value of its mental health and wellbeing services.

This research translated into a CX Toolkit, recommendations and a decision-making framework grounded in true customer insight, so that headspace can better understand the variations in needs of young people in Australia, identify where to focus effort for the highest impact, and integrate insight into decision-making processes.

We are so grateful to the headspace team, our designers, and everyone involved in this meaningful work that impacts young people across Australia, and Good Design Australia for this recognition - our sixth and final award this year!

Congratulations to all! 🙌 Read more about the work here: https://go.customerexperience.com.au/3RrVvzO