Author: Damian Kernahan
Damian Kernahan
Damian Kernahan is Australia's leading expert on service design, customer experience management and service innovation, believing that branding is the promise you make; customer experience is the promise you keep.
Don’t spend $2million on a new app without knowing what your customer truly wants. Far from a new app, what customers want are for organisations to fulfill the promises they made when they signed up, which may be something as simple as answering the phone in less than 5 minutes. Customer Experience (CX), User Experience (UX), Design Thinking and Service Design have gained popularity in recent years, with more organisations recognising the need to build customer-centric businesses, however too many are confusing a ‘seamless user experience’ with the need for a new app or platform. Too many organisations are falling victim…